JP2014052676A - Remote support server, user terminal, remote support system, remote support method, and program for remote support system - Google Patents

Abstract

PROBLEM TO BE SOLVED: To provide a remote support server in which when users, who are not a company conducting a remote support business, mutually perform remote support, settings of a subject, an object, and the like of the remote support are managed at the server.SOLUTION: A remote support server 200 specifies, as to a user terminal 10 and a user terminal 150, that one executes remote support and the other receives the remote support. Also, the user terminal 10 detects, in response to an instruction from the user terminal 150, an electrical appliance 50 connected to a local area network to which the user terminal 10 is connected, so as to determine model related information of the detected electrical appliance 50. Then, the user terminal 10 can solve a trouble at the electrical appliance 50 by enabling setting operation from the user terminal 150 to the electrical appliance 50, and browsing of an appliance state of the electric appliance 50 by means of the determined model related information.

Description

  The present invention relates to a remote support server that manages user terminals that perform mutual remote support, a user terminal that performs mutual remote support, a remote support system, a remote support method, and a program for a remote support system.

  In recent years, various services are provided to users by connecting a mobile terminal connected to a public network to a Web server or the like. In particular, with the advent of smartphones (high-function mobile phones), it has become possible to perform advanced services that have been provided for personal computers with mobile phones.

  In addition, various functions are installed in the smartphone itself, not the service provided by the server. Therefore, it often takes time for the user to become familiar with all the functions installed. For example, even if a function desired by the user is mounted on a smartphone, the method of setting the function is unknown, so that the user cannot use the function.

  Therefore, in order to make full use of such advanced Web services and advanced smartphone functions, the user needs to be familiar with the setting operations and functions for the smartphone. Furthermore, when a user unfamiliar with the operation makes settings for the device for the first time, setting information that should not be deleted may be deleted, or errors may occur due to inappropriate settings. There are also many.

  In response to such a problem, a method for remotely setting a user's terminal or instructing a user remotely by performing remote support (remote maintenance) from the system to the user's terminal is known. ing. For example, in Patent Document 1, the screen information of each client to be supported is acquired on the server side, and the screen information is always displayed in a list on the server, thereby improving the efficiency of support and monitoring for the client. It is disclosed.

Japanese Patent Laid-Open No. 2003-6062 JP 2011-034315 A

  On the other hand, it is known that remote operation is performed by performing remote login or the like from a terminal that performs remote support to a user terminal that receives support and sharing a screen in real time. That is, the screen displayed on the user terminal is sequentially transferred and displayed on the operator terminal, and when the operator terminal is operated, an input operation (remote operation) is performed as if the user terminal is operated. Can be performed. Furthermore, Patent Document 2 discloses a method of performing remote support using a mobile phone.

  However, with the explosive spread of smartphones and personal computers, the number of users who handle high-performance information devices is now increasing. For this reason, the number of users for one operator is also increased, and it is predicted that the time available for each person who receives support and the quality of service will tend to decline in inverse proportion. In addition, since the remote support as described above allows an operator to freely operate a personal device, a user who is not familiar with information devices often has a sense of crisis even if it is not rational.

  By the way, today, a system has been born in which a customer is a service provider and a service receiver at the same time as the service provider and the customer who is the service receiver are removed. In such a system, services are exchanged between customers, and companies can create value by providing an environment that enables them, rather than providing services directly.

  The present inventor applied this, and the number of service providers has been significantly increased by receiving remote support from other users, not users who are engaged in the remote support business. We paid attention to increasing the sense of security when receiving support in terms of privacy and reduction of criminal risk for family members and direct friends.

  Also, as a result of the remote login by the operator operating the operator terminal, there may be a problem with the device connected to the remote login device rather than the remote login device. is there. For example, when connecting a supported smartphone to a home wireless LAN, it is necessary to set the service set identifier (SSID). At this time, browse and operate the SSID setting of the wireless router. Need arises. However, there is no hesitation even if you log in only to your smartphone.

  Therefore, the present inventor has also paid attention to whether or not a device (here, a smartphone) that is a support target can be used to operate and view a device that is communicably connected to the device.

  In view of these problems, the present invention can manage a subject and an object that perform remote support with a server when users perform remote support with each other, even if the user is not a remote support company. A remote support server, a user terminal, a remote support system, a remote support method, and a remote support capable of operating and browsing a device that is communicably connected to the device using a device to be supported The object is to provide a system program.

  The present invention provides the following solutions.

The invention according to the first aspect includes two or more user terminals that receive remote support from other user terminals that are communicably connected via a public line network or that perform remote support for other user terminals. A remote support server for managing user terminals of
Start request accepting means for accepting a remote support start request from the user terminal;
For the remote support for which the start request is accepted by the start request accepting unit, the user terminal that receives the remote support and the user terminal that performs the remote support as an operator terminal among the two or more user terminals related to the remote support are specified. Main object identification means,
A remote support server is provided.

  According to the first aspect of the invention, a user terminal that receives remote support from another user terminal that is communicably connected via a public network or performs remote support for another user terminal. A remote support server that manages two or more user terminals receives a remote support start request from the user terminals, and for remote support that has received the start request, among the two or more user terminals related to the remote support, remote support And a user terminal that performs remote support as an operator terminal.

  Therefore, it is possible to provide a remote support server that manages user terminals that perform remote support with each other.

The invention according to the second feature is characterized in that, from the user terminals specified by the main object specifying means, charging terminal specifying means for specifying a user terminal that charges a usage fee to be paid when using the remote support server,
The remote support server which is invention which concerns on 1st characteristic provided with this is provided.

  According to the second aspect of the invention, the remote support server according to the first aspect of the invention includes a user terminal that receives the specified remote support and a user terminal that performs remote support as an operator terminal. A user terminal that charges a usage fee to be paid when using the remote support server is specified.

The invention according to the third feature makes it impossible to start one or more programs in the user terminal receiving the remote support depending on the operation of the user terminal performing the remote support for the user terminal specified by the main object specifying means, Or a file read restriction means to make the file unreadable,
There is provided a remote support server which is an invention according to either the first or second feature.

  According to the third aspect of the invention, the remote support server according to the first or second aspect of the invention includes a user terminal that receives the specified remote support and a user that performs remote support as an operator terminal. Depending on the operation of the user terminal that performs remote support for the terminal, one or more programs in the user terminal that receives the remote support cannot be started, or the file cannot be read.

The invention according to the fourth feature is such that it is communicably connected to an electrical appliance via a local area network and receives remote support from another user terminal communicably connected via a public line network, or other A user terminal that provides remote support for a user terminal,
In response to an instruction from the other user terminal, an appliance detection means for detecting an appliance connected to a local area network to which the user terminal is connected;
Electrical appliance determination means for determining model-related information of the detected electrical appliance;
From the user terminal, based on the determined model-related information, an operator assistant means that enables either the setting operation of the appliance or browsing of the device status;
And a user terminal managed by the remote support server according to any one of the first to third aspects.

  According to the invention according to the fourth aspect, the remote support is received from another user terminal that is communicably connected to the electrical appliance via the local area network and is communicably connected via the public line network, or In response to an instruction from the other user terminal, the user terminal that performs remote support for the other user terminal detects the appliance connected to the local area network to which the user terminal is connected, and detects it. Determining the model related information of the electrical appliance, and enabling either the setting operation of the electrical appliance or browsing of the device status from the user terminal based on the determined model related information from the first, A user terminal managed by a remote support server according to any one of the third features is provided.

  According to a fifth feature of the present invention, the operator assistant means uses the proxy function of the portable terminal to perform setting operation of the electrical appliance connected to the local area network or browsing of the device status. There is provided a user terminal which is an invention according to a fourth feature realized by displaying a setting page of the electric appliance that can be browsed only via an area network.

  According to the fifth aspect of the invention, the user terminal according to the fourth aspect of the invention is configured such that the portable terminal performs a setting operation of the electrical appliance connected to the local area network or browsing of the device status. By using the proxy function to display the setting page of the appliance that can be browsed only through the local area network, the user terminal can determine the appliance based on the determined model-related information. Allows either setting operation or viewing of device status.

  According to a sixth aspect of the invention, the operator assistant means implements a setting operation of an electrical appliance connected to the local area network or browsing of a device status using a screen transfer function of the portable terminal. A user terminal which is an invention according to a fourth feature is provided.

  According to the sixth aspect of the invention, the user terminal according to the fourth aspect of the invention is configured so that the portable terminal performs setting operation of the electrical appliance connected to the local area network or browsing of the device status. By using the screen transfer function, it is possible to perform either the setting operation of the appliance or the browsing of the device status from the user terminal based on the determined model related information.

  A seventh aspect of the invention provides a user terminal according to the fourth aspect of the invention, wherein the electrical appliance determination means acquires model-related information of the electrical appliance from a remote support server that is communicably connected. .

  According to the seventh aspect of the invention, the user terminal according to the fourth aspect of the invention is detected by acquiring the model related information of the electrical appliance from a remote support server that is communicably connected. Determine the model-related information for the appliance.

  The invention according to an eighth feature is any one of the fourth to seventh features, wherein a network map relating to the other user terminal, the local area network, and the appliance is displayed based on the model-related information of the appliance. A user terminal according to the present invention is provided.

  The invention according to an eighth feature is any one of the fourth to seventh features, wherein a network map relating to the other user terminal, the local area network, and the appliance is displayed based on the model-related information of the appliance. A user terminal according to the present invention is provided.

  Therefore, the network map of the local area network to which the user terminal receiving remote support is connected can be displayed on the user terminal performing remote support.

  The invention according to a ninth feature provides a user terminal according to the eighth feature, wherein the appliance status of the appliance is displayed around the appliance displayed on the network map.

  According to the ninth aspect of the invention, the user terminal according to the eighth aspect of the invention displays the appliance status of the appliance around the appliance displayed on the network map.

  The invention according to a tenth feature is directed to the electrical appliance by accepting an instruction from a user of the other user terminal to the electrical appliance on the network map displayed on the other user terminal. There is provided a user terminal which is an invention according to any of the eighth and ninth features, in which a corresponding program or data is set for a predetermined electrical appliance.

  According to the tenth aspect of the invention, the user terminal according to the eighth or ninth aspect of the invention relates to the electrical appliance on the network map displayed on the other user terminal. By receiving an instruction from a user of the other user terminal, a program or data corresponding to the electrical appliance is set for a predetermined electrical appliance.

  Therefore, by operating the network map displayed on the user terminal that performs remote support, the user as an operator can set a predetermined program and data for the electrical appliance in the local area network. Here, the other user terminal in the invention according to the eighth feature is a user terminal according to the tenth feature, and the other user terminal in the invention according to the tenth feature is the eighth feature. It is a user terminal which is the invention concerned.

  The invention according to an eleventh feature is the invention according to any one of the first to third features, wherein the user terminal to be managed is a user terminal according to any of the fourth to tenth features. Provide a remote support server.

  According to the eleventh aspect of the invention, the remote support server according to any of the first to third aspects manages the user terminal according to any of the fourth to tenth aspects of the invention. To do.

According to a twelfth aspect of the present invention, the user terminal specified by the main object specifying means is connected to a local area network to which a user terminal receiving remote support is connected depending on an operation of the user terminal that performs remote support. An appliance file read restriction means for preventing one or more programs in the appliance from being started or reading the file;
A remote support server which is an invention according to an eleventh feature is provided.

  According to the invention according to the twelfth aspect, the remote support server according to the eleventh aspect provides remote support for the user terminal that receives the specified remote support and the user terminal that performs remote support as an operator terminal. Depending on the operation of the user terminal to be performed, one or more programs in the electrical appliance connected to the local area network to which the user terminal receiving the remote support is connected cannot be activated, or the file cannot be read.

The invention according to the thirteenth feature is communicatively connected to an electrical appliance via a local area network, receives remote support from another user terminal that is communicatively connected via a public line network, or other A user terminal that provides remote support for the user terminal; and
A remote support server configured to manage two or more user terminals,
The user terminal is
In response to an instruction from the other user terminal, an appliance detection means for detecting an appliance connected to a local area network to which the user terminal is connected;
Electrical appliance determination means for determining model-related information of the detected electrical appliance;
From the other user terminal, based on the determined model-related information, comprising an operator assistant means for enabling either the setting operation of the appliance or the browsing of the device status,
The remote support server is
Start request accepting means for accepting a remote support start request from the user terminal;
For the remote support for which the start request is accepted by the start request accepting unit, the user terminal that receives the remote support and the user terminal that performs the remote support as an operator terminal among the two or more user terminals related to the remote support are specified. Main object identification means,
A remote support system comprising:

According to the thirteenth aspect of the invention, the remote support is received from another user terminal that is communicably connected to the electrical appliance via the local area network and is communicably connected via the public line network, or In a remote support system comprising a user terminal that performs remote support for other user terminals, and a remote support server that manages two or more user terminals,
In response to an instruction from the other user terminal, the user terminal detects an appliance connected to the local area network to which the user terminal is connected, and determines model-related information of the detected appliance. Then, based on the model-related information determined from the other user terminal, either the setting operation of the appliance or the browsing of the device status is enabled. In addition, the remote support server receives a remote support start request from the user terminal, and for the remote support that has received the start request, among the two or more user terminals related to the remote support, The user terminal that performs remote support is specified as the operator terminal.

  The invention according to the thirteenth feature is a category of the remote support system, but the remote support method and the program for the remote support system also have the same operations and effects.

The invention according to the fourteenth aspect is such that the remote support is received from another user terminal that is communicably connected to the electrical appliance via the local area network and is communicably connected via the public line network, A user terminal that provides remote support for the user terminal; and
A remote support method executed by a remote support system comprising a remote support server that manages two or more user terminals,
The user terminal is
Detecting an appliance connected to a local area network to which the user terminal is connected in response to an instruction from the other user terminal;
Determining model-related information of the detected appliance;
From the other user terminal, based on the determined model-related information, enabling either the setting operation of the appliance or the viewing of the device status,
The remote support server is
Receiving a remote support start request from the user terminal;
For the remote support that has accepted the start request, among the two or more user terminals related to the remote support, a step of identifying a user terminal that receives remote support and a user terminal that performs remote support as an operator terminal;
A remote support method is provided.

The invention according to the fifteenth aspect is connected to an electrical appliance via a local area network so as to be communicable, and receives remote support from another user terminal connected so as to be able to communicate via a public line network, A user terminal that provides remote support for the user terminal; and
A program for a remote support system for controlling a remote support system comprising a remote support server for managing two or more user terminals,
In accordance with an instruction from the other user terminal, an appliance detection means for detecting an appliance connected to a local area network to which the user terminal is connected;
Electrical appliance determination means for determining model-related information of the detected electrical appliance;
A user who operates a user terminal, which is a computer, as an operator assistant means that enables either the setting operation of the appliance or the browsing of the device status based on the determined model-related information from the other user terminal A terminal program;
Start request accepting means for accepting a remote support start request from the user terminal;
About the remote support that has received the start request, among two or more user terminals related to the remote support, a user object specifying means for specifying a user terminal that receives remote support and a user terminal that performs remote support as an operator terminal, A remote support server program for operating a remote support server as a computer,
A program for a remote support system is provided.

  According to the present invention, even if the user is not a provider of a remote support business, it is possible for the user to manage the remote support subject and object with the server when the user performs remote support mutually, and the support Using the target device, it is possible to operate and browse a device that is communicably connected to this device.

FIG. 1 is an overall configuration diagram of a remote support system 1. FIG. 2 is a functional block diagram of the remote support server 200, the user terminal 10, and the user terminal 150. FIG. 3 is a flowchart showing a remote support terminal specifying process executed by the remote support server 200 and the user terminal 10. FIG. 4 is a flowchart showing remote support processing executed by the remote support server 200, the user terminal 10, and the user terminal 150. FIG. 5 is a flowchart showing an appliance access process executed by the user terminal 10 and the appliance 50. FIG. 6 is a screen image diagram (support information screen) displayed on the user terminal 150. FIG. 7 is a screen image diagram (network map screen) displayed on the user terminal 150. FIG. 8 is a screen image diagram (network map screen: including device information icon) displayed on the user terminal 150. FIG. 9 is a setting page address list stored in the remote support server 200. FIG. 10 is a flowchart showing setting page acquisition processing executed by the remote support server 200, the user terminal 10, and the electrical appliance 50. FIG. 11 is a screen image diagram (setting page) displayed on the user terminal 150. FIG. 12 is a screen image diagram (setting page) displayed on the user terminal 10. FIG. 13 is a conceptual diagram for explaining a proxy function realized by the user terminal 10. FIG. 14 is an example of a read restriction file table stored in the storage unit of the remote support server 200.

  Hereinafter, the best mode for carrying out the present invention will be described with reference to the drawings. This is merely an example, and the technical scope of the present invention is not limited to this.

[System configuration of the remote support system]
FIG. 1 is a system configuration diagram of a remote support system 1 which is a preferred embodiment of the present invention. The remote support system 1 includes a user terminal 10, electrical appliances 50a, b, and c (hereinafter simply referred to as “50” unless otherwise specified), a remote support server 200, a public line network 3 (Internet network, third generation, first 4th generation communication network) and the user terminal 150.

  The user terminal 10 is communicably connected to the remote support server 200 via the public line network 3. The user terminal 10 and each electrical appliance 50 are connected via a LAN (Local Area Network). The user terminal 10 is connected to the remote support server 200 or the user terminal 150 via the public line network 3. The remote support server 200 and the user terminal 150 may be connected via a local area network or may be connected via the public line network 3. Communication in the remote support system 1 may be wireless communication or wired communication. In order for the user terminal 10 to connect to the public line network 3, communication may be possible via a network device such as a router.

  The user terminal 10 may be a general information terminal for a user to receive or support, and is an information device or an electrical appliance having a function described later. The user terminal 10 may be, for example, white goods such as a refrigerator, a washing machine, in addition to a network device such as a mobile phone, a smartphone 10b, a composite printer, a television 10a, a router or a gateway, and a computer 10c. It may be a general information appliance such as a telephone, a netbook terminal, a slate terminal, an electronic book terminal, an electronic dictionary terminal, a portable music player, and a portable content playback / recording player.

  The electrical appliance 50 is a home or business electrical appliance capable of performing data communication. For example, in addition to a personal computer 50c, a television 50b, a telephone, and a computer, a mobile phone, a portable information terminal, and a netbook terminal Slate terminals, electronic book terminals, portable music players, audio components, content playback / recording players, printers, FAX machines, copiers, scanners, MFPs (multifunctional peripheral devices, multifunction printers), etc. Including white goods such as refrigerators, washing machines, dishwashers / dryers, electric fans, air conditioners, electric heaters, rice cookers, microwave ovens, electric lighting, servers, routers 50a, gateways, NAS (Network Attached Storage), etc. .

  Similarly to the user terminal 10, the user terminal 150 may be a general information terminal having functions to be described later. Here, the user terminal 10 and the user terminal 150 are not necessarily the same model. In the present embodiment, the user terminal 10 and the user terminal 150 are operated by different users.

  The remote support server 200 is a server that manages the user terminal 10 and the user terminal 150, relays data processing in remote support, and performs various processes. In this embodiment, the user terminals managed by the remote support server 200 are only the user terminal 10 and the user terminal 150, but there is actually no upper limit on the number of user terminals to be managed.

[Description of each function]
FIG. 2 is a diagram illustrating the functional blocks of the user terminal 150, the remote support server 200, and the user terminal 10 and the relationship between the functions. Here, the functional blocks of the user terminal 150 are the same as those of the user terminal 10.

  The user terminal 10 and the user terminal 150 include a CPU (Central Processing Unit), a RAM (Random Access Memory), a ROM (Read Only Memory), and the like as control units, and a communication unit, for example, WiFi that conforms to IEEE 802.11. (Wireless Fidelity compatible device or wireless device compliant with IMT-2000 standard such as 3rd generation mobile communication system, etc. (equipped with wired LAN connection).

  Furthermore, the user terminal 10 and the user terminal 150 include a display unit that outputs and displays data and images controlled by the control unit as an output / input unit, and a touch panel, a keyboard, and a mouse that receive input from the user or supporter Etc. In addition, the user terminal 10 and the user terminal 150 include a data storage unit using a hard disk or a semiconductor memory as a storage unit.

  In the user terminal 10 and the user terminal 150, the control unit reads a predetermined program, thereby realizing the appliance access module 13 and the remote support module 15 in cooperation with the communication unit, the output / input unit, and the storage unit. . The appliance access module 13 includes an appliance detection module 11 that detects an appliance 50 that is communicably connected, and an appliance determination module 12 that determines the detected appliance 50. The remote support module 15 includes an operator assistant module 16 for assisting an operator's operation.

  Similarly, the electrical appliance 50 includes a CPU, a RAM, a ROM, and the like as a control unit, and an IMT-2000 standard such as a WiFi compatible device compliant with IEEE 802.11 or a third generation mobile communication system as a communication unit. A wireless device or the like conforming to the above (including a wired LAN connection). In addition, the electrical appliance 50 may include a data storage unit using a hard disk or a semiconductor memory as a storage unit.

  Furthermore, the electrical appliance 50 may include a display unit that outputs and displays data and images controlled by the control unit as an output / input unit, and includes a touch panel, a keyboard, a mouse, and the like that receive input from a user or supporter. You may prepare.

  In the electrical appliance 50, a response module 51 that responds to a packet transmitted from the user terminal 10 in cooperation with the communication unit, the output / input unit, and the storage unit by reading a predetermined program by the control unit, A setting page providing module 52 that provides a setting page described later, a device status transmission module 53 that transmits the device status of the electrical appliance 50 to the user terminal 10, and a program execution module 54 that executes a predetermined program are realized.

  Similarly, the remote support server 200 includes a CPU, a RAM, a ROM, and the like as a control unit, and a WiFi compatible device compliant with, for example, IEEE 802.11 (may be wired) as a communication unit. In addition, the remote support server 200 includes a data storage unit using a hard disk or a semiconductor memory as a storage unit.

  When the control unit of the remote support server 200 reads a predetermined program, the remote support module 201 for the operator to perform remote support using the user terminal 150 in cooperation with the communication unit and the storage unit is realized. . The remote support module 201 displays a setting operation reception module 202 that receives an operation from the user terminal 150, a network map generation module 203 that generates a network map of a local area network to which the user terminal 10 belongs, and a setting page described later. Configuration page display module 204.

[Remote support terminal identification processing]
FIG. 4 is a flowchart of the remote support terminal specifying process executed by the remote support server 200 and the user terminal 10. The processing performed by the module of each device described above will be described together with this processing.

  First, the remote support module 15 of the user terminal 10 transmits a remote support start request to the remote support server 200 (step S101). The remote support module 201 of the remote support server 200 receives the start request (step S102).

  The remote support module 201 analyzes parameters associated with the received start request, specifies whether the user terminal 10 receives or performs remote support, that is, identifies the subject and object in the remote support, The information regarding the user terminal to be acquired is acquired (step S103). And the user terminal which performs remote support and the user terminal which receives remote support are specified (step S104). Here, in this embodiment, it is assumed that the user terminal 150 performs remote support for the user terminal 10.

  In fact, the starting point of such remote support is when you ask a family member or friend by telephone, e-mail, face-to-face negotiation, etc., or in a community on the Internet such as social networking or a bulletin board, or the remote support server 200 automatically For example, matching may be performed. As the remote support server 200, regardless of the type of starting point, if the start request from one user terminal that performs remote support includes information specifying the other, or both can accept the start request, both It is enough for identification. Here, the information to be identified may be a value that can uniquely identify the terminal, such as a unique management ID, a MAC address, or an IP address, for each terminal previously assigned by the remote support server 200.

  Next, when starting remote support, the remote support module 201 may read the read restriction file table (step S105). In such a case, the file in the user terminal 10 receiving the remote support stored in the read restriction file table and the file in the electrical appliance 50 connected to the local area network to which the user terminal 10 is connected are stored in the user terminal 150. It is made not to start by the operation from.

  FIG. 14 is an example of a read restriction file table. A file name, a file type, information on a terminal in which the file is stored, and a file path are stored. Each file is uniquely identified by the terminal information and the file path.

  When the user terminal 150 performs an operation such as a key operation or double click to induce program activation or file reading, the remote support module 201 does not perform the operation itself but information on the file read by the operation. Is converted into a command for obtaining the information and transmitted to the user terminal 10. In this embodiment, the file information may be a file path. If the file information returned by the user terminal 10 in response to the instruction is not stored in the read restriction file table, the program is started as it is or the file is read. If it is stored, the file is not read and a message indicating that the file is restricted is displayed on the user terminal 150.

  Then, the remote support module 15 of the user terminal 10 transmits information on the terminal charged for the consideration using the remote support server 200, that is, the usage fee (step S106). The remote support module 201 identifies the user terminal that charges the usage fee based on the information received from the user terminal 10 (step S107).

  Normally, the provision of remote support involves payment, but the remote support server 200 does not pay the remote support work itself, but pays for the remote support between both terminals, either or both users. Impose on the terminal. For example, the remote support may be started after a payment screen with a credit card is displayed on the charged user terminal and the user consents to the payment. Note that step S106 may be performed in response to an instruction from the user terminal 150. The above is the procedure of the remote support terminal specifying process.

[Remote support processing]
FIG. 4 is a flowchart of remote support processing executed by the user terminal 10, the remote support server 200, and the user terminal 150. The processing performed by the module of each device described above will be described together with this processing.

  The user terminal 10 receives an operation for requesting support from the user (step S01). For example, an application for receiving remote support is installed in the user terminal 10. An operation for starting the application is received from the user, a predetermined web page is accessed from the predetermined user terminal 10, and a message is received. By transmitting, the remote support server 200 is requested for support.

  When the user terminal 10 accepts an operation for requesting support from the user (step S01: “YES”), the user terminal 10 connects to the remote support server 200 to indicate that there is a support request. The server 200 is notified and the process proceeds to step S02. When the user terminal 10 does not accept an operation requesting support from the user (step S01: “NO”), the process of step S01 is looped.

  Next, the remote support server 200 starts the remote support terminal specifying process described above, and specifies the user terminal 150 of the user who is the operator. The remote support module 201 accepts a support request from the user terminal 150 (step S02). That is, the remote support module 201 notifies one or a plurality of user terminals 150 that a support request has been made, and accepts a remote support start instruction from the user terminals 150.

  Next, when the remote support module 15 of the user terminal 150 receives a remote support start instruction from the user as an operator to the user terminal 10 (step S03), the remote support server 200 connects the user terminal 150 and the user terminal 10 together. Connecting. Here, the screen information displayed on the display unit of the user terminal 10 may be visible on the user terminal 150 like a remote operation from an operator by remote login to a general terminal. The user terminal 10 may be remotely operable from the user terminal 150. Hereinafter, a user who operates the user terminal 150 and performs remote support is referred to as an operator.

  Up to this process, the user terminal 150 can execute the support process for the user terminal 10. For example, support information 61 as shown in FIG. 6 is displayed on the display unit of the user terminal 150. That is, when the user of the user terminal 10 performs user registration in advance, customer information is output, or screen information displayed on the display unit of the user terminal 10 is displayed. However, when the operator supports the user terminal 10, it is assumed that the electrical appliance 50 connected to be communicable with the user terminal 10 has a problem. For example, it is assumed that when the user terminal 10 cannot connect to the Internet, there is no problem with the communication setting of the user terminal 10, but there is a setting problem with the router 50 a that is the appliance 50. Processing in this case will be described below.

  The remote support module 15 of the user terminal 150 receives a browsing instruction for the electrical appliance 50 (in this case, the router 50a) from the operator (step S04). The browsing instruction is an instruction received from an operator in order to browse information of the electrical appliance 50 connected to the user terminal 10 so as to be communicable. As an example of the browsing instruction, a browsing instruction of a network map including the appliance 50 is applicable. For example, the operator instructs the user terminal 150 to view a network map of the network to which the user terminal 10 is connected in a window (tab) different from the support information 61 in FIG. Further, not only the browsing instruction of the network map but also the browsing instruction of the electric appliance 50 may be accepted.

  When the user terminal 150 receives a browsing instruction for the electrical appliance 50 from the operator (step S04: “YES”), the process proceeds to step S05. Until the browsing instruction for the electrical appliance 50 is received from the operator (step S04: “NO”), the process waits by repeating step S04.

  Next, the remote support module 201 of the remote support server 200 issues an electric appliance detection instruction to the electric appliance access module 13 of the user terminal 10 (step S05). The electrical appliance detection instruction is processing for instructing the electrical appliance detection module 11 of the user terminal 10 to detect the electrical appliance 50 that is connected to the user terminal 10 via the local area network so as to be communicable.

  The appliance access module 13 of the user terminal 10 receives the appliance detection instruction from the remote support server 200, and executes the appliance access process (step S06). The appliance access process is a process executed by the user terminal 10 and the appliance 50, and will be described with reference to FIG.

[Electronic product access processing]
The appliance access process is a process in which the user terminal 10 determines model-related information of the appliance 50 by transmitting and receiving a predetermined packet. The model related information is information on the type of device such as the model name and manufacturer name of the electrical appliance 50. This process may use a process for determining the type of electrical appliance connected via a network by transmitting and receiving packets as disclosed in Japanese Patent Application Laid-Open No. 2010-97587. Below, the process which determines model related information by the method disclosed by this application is demonstrated.

  The appliance detection module 11 of the user terminal 10 transmits a detection packet to the appliance 50 (step S20). The detection packet may be a packet transmitted from a command such as Ping. Each electrical appliance 50 that has received the detection packet performs detection response processing by responding to the transmitted packet with an IP address (step S21).

  After detecting the electrical appliance 50, the electrical appliance determination module 12 of the user terminal 10 transmits a request packet to the detected electrical appliance 50 (step S22). The request packet is a packet for the user terminal 10 to determine the model related information of the electrical appliance 50.

  The request packet may be, for example, a command such as ARP (Address Resolution Protocol), NETSTAT, ICMP (Internet Control Message Protocol), or SNMP (Simple Network Management Protocol), and uPnP (Universal Pligate). A network compliant protocol may be used.

  The electrical appliance 50 transmits a response packet to the transmitted request packet (step S23). For example, a MAC address (Media Access Control Address) is acquired as a response as a response to the ARP command. Further, the port number and port occupancy rate of the TCP / IP port in use are determined by the NETSTAA command.

  Based on these request packets, the electrical appliance determination module 12 of the user terminal 10 determines the model related information of the electrical appliance 50 that has received the request packet (step S24). The model-related information is determined by scoring the response packet.

  As an example, a description will be given of determining whether the model-related information of the electrical appliance 50 is either the model name A or the model name B. In model names A and B, a response packet received in this model and the corresponding score are stored as definition files in advance. For example, in the case of the model name A, when such a response packet is received with a response packet (TCP port No. 5000 is in use) with respect to the request packet (NETSTAT), the score is added by one. The definition of 0 point for other responses is determined in the definition file for a plurality of request packets (not only NETSTAT but other response packets such as ARP). Here, the response packet received from the electrical appliance 50 is scored with the definition of the definition file of model name A and the definition file of model name B, and the model name of the definition file with a high score. Is determined as model-related information.

  For example, in the case of the model name A, when such a response packet is received with a response packet (TCP port No. 5000 is in use) with respect to the request packet (NETSTAT), the score is added by one. In the case of other responses, the definition is 0. On the other hand, in the case of model name B, the response packet (TCP port number 5000 is not used) is used in response to the request packet (NETSTAT). If a response packet is received, the score is added by one, but if it is another response, the definition is 0 points.

  In this case, if a response packet (TCP port No. 5000 is unused) is received from the electrical appliance 50, the model name A definition file calculates 0 points, and the model name B definition file calculates, Since it is one point, it is determined that the model name B is model related information. In this example, the model name B is determined only by NETSTAT in the request packet, but other request packets (for example, ARP) are also scored in the same manner, and the total score of the NETSTAT score and the ARP score is obtained. The model related information is determined.

  Note that the above definition file is not stored in the user terminal 10 but is stored in the remote support server 200, and the response packet received from the electrical appliance 50 by the user terminal 10 is transmitted to the remote support server 200. Then, model related information may be requested from the remote support server 200. In this case, the remote support server 200 determines the model related information in response to the request. Then, the appliance-related determination module 12 of the user terminal 10 acquires the model related information determined by the remote support server 200, and performs subsequent processing. On the other hand, the remote support server 200 may execute the network map generation process from step S08 without transmitting the model-related information determined by the remote support server 200 to the user terminal 10.

  When the operator assistant module 16 of the user terminal 10 determines the model related information, it transmits this to the remote support server 200 (step S07). When model related information is determined for a plurality of electrical appliances 50, the model related information of each electrical appliance 50 is transmitted.

  The network map generation module 203 of the remote support server 200 generates a network map based on the model related information (step S08). An icon for an electric appliance (hereinafter, “electric appliance icon”) to be displayed on the network map is stored in advance in association with the model-related information in the remote support server 200. Therefore, the received model-related information A corresponding electric appliance icon is extracted on the basis of the information to generate a network map, and the electric appliance 50 connected to the local area network is represented by a circle or the like and connected to the public line network 3. The remote support server 200 transmits the generated network map to the user terminal 150.

  The remote support module 15 of the user terminal 150 receives and displays the transmitted network map (step S09). As an example, the network map is configured as shown in FIG. The user terminal 150 is provided with a plurality of window tabs in the remote support window, support information 61 and a network map 62, and display selection is possible by operator selection. The network map is displayed with appliance icons 70a-b. For example, in the router 50a, the model related information is determined to be “NW-01”, and the electrical appliance icon 70a corresponding to this is displayed. The user terminal 10 may also be displayed with an icon 80.

  As shown in FIG. 8, the device status of each electrical appliance 50 and user terminal 10 may be displayed around the corresponding device icon on the network map. The device status is information on the device, for example, the failure status of the electrical appliance 50, the execution status of the program, the installation progress status of the program, the presence or absence of a setting page to be described later, and simple information explaining the electrical appliance 50 It is. In the setting page described later, the device status includes the setting status of the electrical appliance 50.

  For example, the user terminal 10 may not be able to determine the model related information despite detecting the electrical appliance 50. In this case, the electrical appliance 50 displays an unknown icon 72 on the electrical appliance icon 70c in order to indicate that there is a problem that the model-related information cannot be determined. Moreover, although the model related information could not be determined, the information acquired from the electrical appliance 50 is displayed as simple information by the request packet. This is displayed, for example, on the network map as an icon 71 indicating the presence or absence of simple information, or the simple information itself is displayed on the network map.

  For obtaining the device status, a device status transmission module 53, which is a program installed in the electrical appliance 50 in advance, may be used. The device status transmission module 53 has a function of periodically acquiring the device status of the electrical appliance 50 and transmitting it to the user terminal 10.

  On the other hand, as described later, when there is a setting page corresponding to the electrical appliance 50, a setting page icon 73 is displayed. When a predetermined program is executed or installed in the electrical appliance 50, a graph indicating the progress of the installation or execution is displayed as the icon 81.

[Setting page acquisition processing]
Next, the remote support server 200, the user terminal 10, and the electrical appliance 50 execute a setting page acquisition process (step S10).

  The setting page is a Web page provided by the electrical appliance 50, and enables browsing and setting operations of the device status of the electrical appliance 50. For example, the router 50a itself can function as a local Web server, so that the setting page of the router 50a can be viewed and input from another device.

  That is, by inputting the URL address or IP address provided by the router 50a as a private address to the Web browser of the personal computer 50c that is communicably connected to the router 50a via the local area network, The setting page is displayed on the web browser of the personal computer 50c. The user can browse and input the setting page via the Web browser. As will be described later, normally, the setting page cannot be viewed or input from a device connected to the public line network 3 (a device having only a global address).

  First, the setting page display module 204 of the remote support server 200 searches the setting page address based on the model related information transmitted from the user terminal 10 by referring to the setting page address list as shown in FIG. (Step S30). The setting page address list is a list in which model-related information is associated with the URL address or IP address of the setting page. For example, when the model related information is “NW-01”, the setting page address is “http://192.168.1.1”.

  Further, as shown in FIG. 9, the model-related information and the URL address or IP address of the setting page may be associated with an ID and a password for browsing and inputting the setting page. These IDs and passwords are set in the appliance 50 by default, and may be IDs and passwords described in a manual or the like. By using this, even when the user does not know the default ID and password, the setting page can be viewed and input.

  Next, the setting operation reception module 202 of the remote support server 200 transmits the setting page address to the user terminal 10. At this time, if the ID and password are stored in the setting page address list, the ID and password are transmitted together. In this case, the next step S31 is not executed.

  If the ID and password are not stored in the setting page address list, the setting page providing module 52 of the user terminal 10 acquires the ID and password stored in the user terminal 10 itself (step S31). That is, in this case, the user stores the ID and password of the setting page in the user terminal 10.

  The operator assistant module 16 of the user terminal 10 accesses the electrical appliance 50 based on the received setting page address (step S32). In response to this, the setting page providing module 52 of the electrical appliance 50 functions as a Web server and transmits the setting page to the user terminal 10 (step S33). Upon receiving the setting page, the user terminal 10 inputs the acquired ID and password, responds to the electrical appliance 50, and performs login processing to the setting page.

  Next, the user terminal 10 transmits a setting page to the remote support server 200 by proxy processing (step S34). This proxy process will be described with reference to FIG. The appliance 50 is connected to the user terminal 10 through a local area network. The appliance 50 has a private address (192.168.1.1), and the user terminal 10 has a private address (192.168.8.1. 50). The data of the setting page is transmitted to the user terminal 10 using the private address as the data A of the electrical appliance 50 as a transmission source.

  On the other hand, the user terminal 10 and the remote support server 200 are connected by the public network 3 and are connected by a global address. The user terminal 10 has a global address (210.0.0.218), and the remote support server 200 has a global address (210.0.0.1). The user terminal 10 changes data A to data B, changes the transmission source to the user terminal 10, and transmits the data to the remote support server 200 using the global address.

  The remote support server 200 receives the setting page by this proxy processing (step S35), and transmits the setting page to the user terminal 150 (step S36).

  Returning to the remote support process of FIG. 4, the user terminal 150 performs a display process of the received setting page (step S11). FIG. 11 shows a screen image of the setting page displayed on the user terminal 150. The user terminal 150 is provided with a plurality of window tabs in the remote support window, and a setting page 63 is provided in addition to the support information 61 and the network map 62, and the setting page can be displayed by the operator's selection. It is possible.

  The setting page shown in FIG. 11 is a network setting page of the model name “NW-01” which is the router 50a. With this page, it is possible to browse and set the device status of the router 50a. For example, in the case of the router 50a, it is possible to browse and set the device status such as “setting of wireless LAN access point” and “setting of SSID”.

  In the above description, the setting page can be browsed by proxy processing executed by the user terminal 10, but the setting page can be browsed by the screen transfer function realized by the operator assistant module 16. That is, as shown in FIG. 12, when the user terminal 10 can also browse and input the setting page, this screen information is transferred to the remote support server 200. By transmitting the screen information as data to the remote support server 200, only the transfer may be enabled without displaying the setting page on the user terminal 10. Also, input information from the user terminal 150 is transmitted to the electrical appliance 50 via the user terminal 10 to enable a setting operation.

  Note that a command for installing a program in the electrical appliance 50 or setting predetermined data may be received from the remote support server 200 and executed by the electrical appliance 50 via the user terminal 10. That is, the remote support server 200 receives a predetermined program installation operation or data setting operation on the electrical appliance icon on the network map displayed on the user terminal 150, so that the remote support server 200 can perform the predetermined operation. Is sent to the electric appliance 50.

  At this time, the remote support server 200 may receive a program to be installed from another server, or may transmit a command so as to download the program from the electrical appliance 50 itself. A command for setting predetermined data may be stored in the remote support server 200 in advance. The command for setting the predetermined data may be, for example, switching between monochrome printing and color printing when the electrical appliance 50 is a printer.

  In addition, a predetermined program may be installed in the plurality of appliances 50 when the user terminal 150 simultaneously receives designation of the plurality of appliances 50 displayed on the network map from the operator.

  The operator of the present invention is not limited to the communication carrier or the manufacturer of the electrical appliance 50, but may be an information system manager who manages a server or the like in a company or the like. In this case, the command for setting the predetermined data may be a command for setting authority control of the user who uses the electrical appliance 50. That is, an operation for setting authority is accepted from the user terminal 150 for the network map, and the remote support server 100 reads the corresponding command, transmits it to the electrical appliance 50, and sets it.

  The means and functions described above are realized by a computer (including a CPU, an information processing apparatus, and various terminals) reading and executing a predetermined program. The program is provided in a form recorded on a computer-readable recording medium such as a flexible disk, CD (CD-ROM, etc.), DVD (DVD-ROM, DVD-RAM, etc.), for example. In this case, the computer reads the program from the recording medium, transfers it to the internal storage device or the external storage device, stores it, and executes it. The program may be recorded in advance in a storage device (recording medium) such as a magnetic disk, an optical disk, or a magneto-optical disk, and provided from the storage device to a computer via a communication line.

  As mentioned above, although embodiment of this invention was described, this invention is not limited to these embodiment mentioned above. The effects described in the embodiments of the present invention are only the most preferable effects resulting from the present invention, and the effects of the present invention are limited to those described in the embodiments of the present invention. is not.

  1 remote support system, 3 public line network, 10 portable terminal, 200 remote support server, 150 operator terminal

Claims (15)

A remote support server that manages two or more user terminals for a user terminal that receives remote support from another user terminal that is communicably connected via a public line network or that provides remote support to another user terminal. Because
Start request accepting means for accepting a remote support start request from the user terminal;
For the remote support for which the start request is accepted by the start request accepting unit, the user terminal that receives the remote support and the user terminal that performs the remote support as an operator terminal among the two or more user terminals related to the remote support are specified. Main object identification means,
Remote support server with Among the user terminals specified by the main object specifying means, charging terminal specifying means for specifying a user terminal that imposes a usage fee to be paid when using the remote support server;
The remote support server according to claim 1. A file that prevents one or more programs in the user terminal receiving remote support from being activated or reading the file depending on the operation of the user terminal that performs remote support for the user terminal specified by the main object specifying means. Reading restriction means;
The remote support server according to claim 1, further comprising: Connected to electrical appliances via a local area network and receives remote support from other user terminals connected to enable communication via a public network, or provides remote support to other user terminals A user terminal,
In response to an instruction from the other user terminal, an appliance detection means for detecting an appliance connected to a local area network to which the user terminal is connected;
Electrical appliance determination means for determining model-related information of the detected electrical appliance;
From the user terminal, based on the determined model-related information, an operator assistant means that enables either the setting operation of the appliance or browsing of the device status;
A user terminal managed by the remote support server according to any one of claims 1 to 3.   The operator assistant means can browse the setting operation of the electrical appliance connected to the local area network or the status of the device only through the local area network using the proxy function of the portable terminal. The user terminal according to claim 4, which is realized by displaying a setting page of the appliance.   5. The user terminal according to claim 4, wherein the operator assistant means implements a setting operation of an electrical appliance connected to the local area network or browsing of a device status using a screen transfer function of the portable terminal.   The user terminal according to claim 4, wherein the electrical appliance determination unit acquires model related information of the electrical appliance from a remote support server connected so as to be communicable.   The user terminal according to any one of claims 4 to 7, wherein a network map relating to the other user terminal, the local area network, and the electrical appliance is displayed based on the model-related information of the electrical appliance.   The user terminal according to claim 8, wherein a device status of the electrical appliance is displayed around the electrical appliance displayed on the network map.   By receiving an instruction from a user of the other user terminal for the electric appliance on the network map displayed on the other user terminal, a program or data corresponding to the electric appliance The user terminal according to claim 8, wherein the user terminal is set for an electrical appliance.   The remote support server according to any one of claims 1 to 3, wherein the user terminal to be managed is the user terminal according to any one of claims 4 to 10. One or more programs in the appliance connected to the local area network to which the user terminal receiving remote support is connected depending on the operation of the user terminal that performs remote support for the user terminal specified by the main object specifying means In-appliance file reading restriction means that can not be started or read files,
The remote support server according to claim 11. Connected to electrical appliances via a local area network and receives remote support from other user terminals connected to enable communication via a public network, or provides remote support to other user terminals A user terminal,
A remote support server configured to manage two or more user terminals,
The user terminal is
In response to an instruction from the other user terminal, an appliance detection means for detecting an appliance connected to a local area network to which the user terminal is connected;
Electrical appliance determination means for determining model-related information of the detected electrical appliance;
From the other user terminal, based on the determined model-related information, comprising an operator assistant means for enabling either the setting operation of the appliance or the browsing of the device status,
The remote support server is
Start request accepting means for accepting a remote support start request from the user terminal;
For the remote support for which the start request is accepted by the start request accepting unit, the user terminal that receives the remote support and the user terminal that performs the remote support as an operator terminal among the two or more user terminals related to the remote support are specified. Main object identification means,
With remote support system. Connected to electrical appliances via a local area network and receives remote support from other user terminals connected to enable communication via a public network, or provides remote support to other user terminals A user terminal,
A remote support method executed by a remote support system comprising a remote support server that manages two or more user terminals,
The user terminal is
Detecting an appliance connected to a local area network to which the user terminal is connected in response to an instruction from the other user terminal;
Determining model-related information of the detected appliance;
From the other user terminal, based on the determined model-related information, enabling either the setting operation of the appliance or the viewing of the device status,
The remote support server is
Receiving a remote support start request from the user terminal;
For the remote support that has accepted the start request, among the two or more user terminals related to the remote support, a step of identifying a user terminal that receives remote support and a user terminal that performs remote support as an operator terminal;
Remote support method comprising. Connected to electrical appliances via a local area network and receives remote support from other user terminals connected to enable communication via a public network, or provides remote support to other user terminals A user terminal,
A program for a remote support system for controlling a remote support system comprising a remote support server for managing two or more user terminals,
In accordance with an instruction from the other user terminal, an appliance detection means for detecting an appliance connected to a local area network to which the user terminal is connected;
Electrical appliance determination means for determining model-related information of the detected electrical appliance;
A user who operates a user terminal, which is a computer, as an operator assistant means that enables either the setting operation of the appliance or the browsing of the device status based on the determined model-related information from the other user terminal A terminal program;
Start request accepting means for accepting a remote support start request from the user terminal;
About the remote support that has received the start request, among two or more user terminals related to the remote support, a user object specifying means for specifying a user terminal that receives remote support and a user terminal that performs remote support as an operator terminal, A remote support server program for operating a remote support server as a computer,
A program for a remote support system.

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