JP2014078812A - Remote support system and remote support method - Google Patents

Abstract

PROBLEM TO BE SOLVED: To make it easy for an operator to support, if there is a problem with an apparatus communicatively connected with another apparatus that is an object apparatus an operator terminal made access to, by explicitly indicating an interface to set the apparatus or a substitute application to the operator.SOLUTION: A portable terminal 10 detects an electric appliance 50 connected with a local area network with which the portable terminal 10 is connected according to an instruction from an operator terminal 150, and determines model related information on the detected electric appliance 50. Then, the portable terminal 10 creates a network map related to the portable terminal 10 and the local area network and the electric appliance on the basis of the determined model related information, and displays on the operator terminal data related to an interface related to setting of the electric appliance on the periphery of the electric appliance displayed on the network map.

Description

  The present invention relates to a remote support system and a remote support method in which a terminal connected to an operator terminal via a public network receives remote support.

  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 maximum use of such advanced Web services and advanced smartphone functions, the user needs to be familiar with setting operations and functions for the smartphone. Furthermore, when a user unfamiliar with the operation makes settings for the terminal for the first time, setting information that should not be deleted is often deleted, or errors are caused by inappropriate settings. .

  For such a problem, a method for remotely setting a user's terminal or instructing a user from a remote location by performing remote support (remote maintenance) on the user's terminal from the system is known. . 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, the operator who operates the operator terminal may have a problem with the device connected to the remote login device instead of the remote login device as a result of the remote login. 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, the problem cannot be solved by logging in only to the smartphone.

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

  Further, the present inventor determines which interface can be used to operate and browse the communicably connected device when the operator operates and browses the communicably connected device. I thought it was necessary to display clearly. That is, for the operator, whether these devices can be set with a Web interface, such as settings for a router or a network device, or does not have a Web interface and has its own application (an application developed by a manufacturer that sells the device). In many cases, it cannot be determined immediately during support.

  In view of these problems, the present invention is intended to set up other devices when the operator terminal accesses other devices connected to be communicable with the device rather than the target device accessed by the operator terminal. It is an object of the present invention to provide a remote support system and a remote support method that can explicitly show an interface or an application that substitutes the interface to an operator and facilitate support by the operator.

  The present invention provides the following solutions.

The invention according to the first aspect includes a portable terminal communicably connected to an electrical appliance via a local area network,
An operator terminal operated by an operator who remotely supports the portable terminal;
An operator server communicably connected to the portable terminal and the operator terminal;
A remote support system comprising:
The portable terminal is
In accordance with an instruction from the operator terminal, an appliance detection means for detecting an appliance connected to a local area network to which the portable terminal is connected;
Electrical appliance determination means for determining model-related information of the detected electrical appliance;
From the operator terminal, based on the determined model-related information, comprising an operator assistant means that enables either setting operation of the appliance or browsing of the equipment status,
The operator server is
Network map generating means for generating data for displaying on the operator terminal a network map relating to the portable terminal, the local area network, and the appliance based on the model-related information of the appliance;
Provided is a remote support system comprising interface information generating means for generating data related to an interface related to setting of the electric appliance to be displayed on the operator terminal around the electric appliance displayed on the network map.

  According to the first aspect of the invention, the portable terminal detects the appliance connected to the local area network to which the portable terminal is connected in response to an instruction from the operator terminal. The model related information of the electrical appliance is determined, and based on the determined model related information, either the setting operation of the electrical appliance or the viewing of the device status is enabled from the operator terminal. Then, the operator server generates data for displaying on the operator terminal a network map related to the portable terminal, the local area network, and the electric appliance based on the model-related information of the electric appliance, and is displayed on the network map. Data related to the interface related to the setting of the electrical appliance is generated around the electrical appliance for display on the operator terminal.

  Therefore, when an operator terminal accesses an appliance connected to be communicable with the device rather than the target device accessed by the operator terminal, an interface for setting the appliance may be explicitly shown to the operator. It becomes possible.

  The invention according to the first feature is a category of the remote support system, but the remote support method also has the same operations and effects.

  According to the invention according to the second feature, in the invention according to the first feature, when the interface information generation unit determines that there is no interface related to the setting of the appliance, the setting of the appliance is performed. A remote support system for generating data related to a setting application to be displayed on an operator terminal is provided.

  Accordingly, when it is determined that there is no specific interface related to the setting of the electrical appliance, information related to the application related to the setting installed in the electrical appliance is displayed on the operator terminal, and the operator is prompted to set from this application.

  According to the present invention, when the operator terminal accesses not the target device accessed by the operator terminal but another device connected to be communicable with the device, the interface for setting the other device or the It is possible to explicitly indicate the substitute application to the operator and facilitate the support by the operator.

FIG. 1 is an overall configuration diagram of an operator system 1. FIG. 2 is a functional block diagram of the operator server 200, the portable terminal 10, and the operator terminal 150. FIG. 3 is a flowchart showing remote support processing executed by the operator server 200, the portable terminal 10, and the operator terminal 150. FIG. 4 is a flowchart showing an appliance access process executed by the portable terminal 10 and the appliance 50. FIG. 5 is a screen image diagram (support information screen) displayed on the operator terminal 150. FIG. 6 is a screen image diagram (network map screen) displayed on the operator terminal 150. FIG. 7 is a screen image diagram (network map screen: including device information icon) displayed on the operator terminal 150. FIG. 8 is a setting page address list stored in the operator server 200. FIG. 9 is a flowchart showing a setting page acquisition process executed by the operator server 200, the portable terminal 10, and the electrical appliance 50. FIG. 10 is a screen image diagram (setting page) displayed on the operator terminal 150. FIG. 11 is a screen image diagram (setting page) displayed on the portable terminal 10. FIG. 12 is a conceptual diagram for explaining a proxy function realized by the portable terminal 10. FIG. 13 is a screen image displayed on operator terminal 150 (network map screen: including setting application icon). FIG. 14 is a flowchart showing setting application operation processing executed by the operator server 200, the portable terminal 10, and the electrical appliance 50. FIG. 15 is a screen image displayed on operator terminal 150 (network map screen: including setting procedure window). FIG. 16 is a screen image diagram (screen image of a setting application) displayed on the operator terminal 150.

  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 operator system]
FIG. 1 is a system configuration diagram of an operator system 1 which is a preferred embodiment of the present invention. The operator system 1 includes a portable terminal 10, electrical appliances 50 a, b, c (hereinafter, simply “50” unless otherwise specified), an operator server 200, a public line network 3 (Internet network, third generation, fourth A generation communication network) and an operator terminal 150.

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

  The portable terminal 10 may be a general information terminal for a user to receive support, and is an information device or an electrical appliance having functions to be described later. The portable terminal 10 may be white goods such as a refrigerator and 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. .

  The operator terminal 150 is a general information terminal used by an operator who supports the portable terminal 10.

  The operator server 200 is a server that relays data processing between the portable terminal 10 and the operator terminal 150 and performs various processes.

[Description of each function]
FIG. 2 is a diagram illustrating the functional blocks of the operator terminal 150, the operator server 200, and the portable terminal 10 and the relationship between the functions.

  The portable terminal 10 and the operator 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 the communication unit conforms to, for example, IEEE 802.11. WiFi (Wireless Fidelity compatible device or wireless device compliant with IMT-2000 standard such as 3rd generation mobile communication system) (wired LAN connection may be used).

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

  In the portable terminal 10, the appliance access module 13 and the remote support module 15 are realized in cooperation with the communication unit, the output / input unit, and the storage unit by the control unit reading a predetermined program. 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 portable terminal 10 in cooperation with the communication unit, the output / input unit, and the storage unit when the control unit reads a predetermined program. A setting page providing module 52 that provides a setting page to be described later, a device status transmitting module 53 that transmits the device status of the electrical appliance 50 to the portable terminal 10, and a program execution module 54 that executes a predetermined program are realized.

  Similarly, the operator server 200 includes a CPU, a RAM, a ROM, and the like as a control unit, and includes, for example, a WiFi compatible device compliant with IEEE 802.11 (may be wired) as a communication unit. In addition, the operator 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 operator server 200 reads a predetermined program, the remote support module 201 for the operator to perform remote support using the operator terminal 150 is realized in cooperation with the communication unit and the storage unit. The remote support module 201 displays a setting operation reception module 202 that receives operations from the operator terminal 150, a network map generation module 203 that generates a network map of a local area network to which the portable terminal 10 belongs, and a setting page that will be described later. Configuration page display module 204, and interface information generation module 205 that generates data related to an interface for setting operation and browsing of electrical appliance 50.

[Remote support processing]
FIG. 3 is a flowchart of remote support processing executed by the portable terminal 10, the operator server 200, and the operator terminal 150. The processing performed by the module of each device described above will be described together with this processing.

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

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

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

  Next, when the operator terminal 150 receives a remote support start instruction from the operator to the portable terminal 10 (step S03), the operator server 200 connects the operator terminal 150 and the portable terminal 10. Here, the screen information displayed on the display unit of the portable terminal 10 may be visible on the operator terminal 150 like a remote operation from an operator by remote login to a general terminal. The portable terminal 10 may be remotely operated from the operator terminal 150.

  Up to this processing, the operator terminal 150 can execute support processing for the portable terminal 10. For example, support information 61 as shown in FIG. 5 is displayed on the display unit of the operator terminal 150. That is, when the user of the portable terminal 10 performs user registration in advance, customer information is output, or screen information displayed on the display unit of the portable terminal 10 is displayed. However, when the operator supports the portable terminal 10, it is assumed that the electrical appliance 50 connected to be communicable with the portable terminal 10 has a problem. For example, when the portable terminal 10 cannot connect to the Internet, there is no problem with the communication setting of the portable terminal 10, but there is a setting problem with the router 50 a that is the electrical appliance 50. Processing in this case will be described below.

  The operator 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 portable 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 operator terminal 150 to view the network map of the network to which the portable 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 operator 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 operator server 200 issues an electric appliance detection instruction to the electric appliance access module 13 of the portable terminal 10 (step S05). The electric appliance detection instruction is a process of instructing the electric appliance detection module 11 of the portable terminal 10 to detect the electric appliance 50 that is communicably connected to the portable terminal 10 via the local area network.

  The appliance access module 13 of the portable terminal 10 receives the appliance detection instruction from the operator server 200 and executes the appliance access process (step S06). The appliance access process is a process executed by the portable 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 portable 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 portable 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 portable terminal 10 transmits a request packet to the detected electrical appliance 50 (step S22). The request packet is a packet for the portable 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 portable 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 portable terminal 10, but is stored in the operator server 200, and the response packet received from the electrical appliance 50 by the portable terminal 10 is transmitted to the operator server 200. Then, the operator server 200 may be requested for model related information. In this case, the operator server 200 determines the model related information in response to the request. Then, the electrical appliance determination module 12 of the portable terminal 10 acquires the model-related information determined by the operator server 200 and performs subsequent processing. On the other hand, the operator server 200 may execute the network map generation process from step S08 without transmitting the model-related information determined by the operator server 200 to the portable terminal 10.

  When the operator assistant module 16 of the portable terminal 10 determines the model related information, it transmits it to the operator 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 operator 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 operator server 200. Therefore, the received model-related information is stored in the operator server 200. Based on this, the corresponding electrical appliance icon is extracted to generate a network map, and the electrical appliance 50 connected to the local area network is represented by a circle or the like and connected to the public line network 3. An icon such as a cloud is used, and the operator server 200 transmits the generated network map to the operator terminal 150.

  Here, the interface information generation module 205 of the operator server 200 determines whether each electrical appliance 50 in the local network is an electrical appliance 50 that can provide a setting page (step S09). This determination may be made by the portable terminal 50 transmitting a command such as HTTP to the electric appliance 50, and indicates whether the electric appliance 50 and the setting page stored in advance in the operator server 200 are present. You may judge with a table.

  When the interface information generation module 205 of the operator server 200 determines that the electrical appliance 50 is the electrical appliance 50 that can provide the setting page (step S10: “YES”), as will be described later with reference to FIG. The information generation module 205 generates an icon for indicating that the electrical appliance 50 has a setting page interface. That is, as shown in FIG. 13, the router 70 a of the electrical appliance 50 displays an icon “Web setting” on the network map of the operator terminal 150. The operator server 200 generates an icon to be displayed here, and arranges this Web setting icon around the icon of the router 70a.

  When the interface information generation module 205 of the operator server 200 determines that the electrical appliance 50 is not the electrical appliance 50 that can provide the setting page (step S10: “NO”), the interface information generation module 205 searches for the setting application of the electrical appliance 50 ( Step S10).

  The setting application is an application installed in the electric appliance 50, and is software related to setting of hardware, software, connected devices, and the like. For example, when the electric appliance 50 is a personal computer, the setting application is setting software for a device such as a printer that is connected to the personal computer and used.

  The interface information generation module 205 of the operator server 200 searches for the setting application of the electrical appliance 50. This search is performed by the operator server 200 instructing the portable terminal 10, and the portable terminal 10 receiving this instruction. The appliance 50 is searched for a setting application installed in the appliance 50 (step S11). Further, this search may be determined by searching the correspondence table stored in advance in the operator server 200. This correspondence table is a table in which types of electrical appliances 50 are associated with setting applications that may be set.

  Then, the interface information generation module 205 of the operator server 200 sets the electrical appliance 50 by a setting application such as icons 85 and 86 in the vicinity of the personal computer 70c in FIG. 13 using the retrieved setting application result. An icon indicating that is generated.

  The interface information generation module 205 of the operator server 200 indicates that the icon (the icon for indicating that the electric appliance 50 has the interface of the setting page and the electric appliance 50 is set by the setting application). Icon) to the operator terminal 150.

  The operator terminal 150 receives and displays the transmitted network map (step S12). As an example, the network map is configured as shown in FIG. In the operator terminal 150, a plurality of window tabs are provided in the remote support window, support information 61 and a network map 62 are provided, 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 portable terminal 10 may also be displayed with an icon 80.

  As illustrated in FIG. 7, the device status of each electrical appliance 50 and the portable 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 portable 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 portable 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.

  Further, as shown in FIG. 13, the operator terminal 150 displays an icon “Web setting” on the network map to indicate that the router 70a has a Web interface. In addition, the operator terminal 150 displays an icon indicating that the personal computer 70c is set by the setting application of the icons 85 and 86 in the vicinity of the personal computer 70c.

[Setting page acquisition processing]
Next, the operator server 200, the portable terminal 10, and the electrical appliance 50 execute a setting page acquisition process.

  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. The setting page in this specification indicates a Web page provided when the electrical appliance 50 enables the above-described browsing and operation through the Web interface. For example, the router 50a can function as a local Web server, so that the setting page of the router 50a can be viewed and input from another device (for example, the portable terminal 10).

  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 operator server 200 refers to the setting page address list as shown in FIG. 8 and searches for the setting page address based on the model related information transmitted from the portable terminal 10. (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”.

  Also, as shown in FIG. 8, 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 operator server 200 transmits the setting page address to the portable 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 portable terminal 10 acquires the ID and password stored in the portable terminal 10 itself (step S31). That is, in this case, the user stores the ID and password of the setting page in the portable terminal 10.

  The operator assistant module 16 of the portable 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 portable terminal 10 (step S33). When the portable terminal 10 receives the setting page, the portable terminal 10 inputs the acquired ID and password, responds to the electrical appliance 50, and performs login processing to the setting page.

  Next, the portable terminal 10 transmits a setting page to the operator server 200 by proxy processing (step S34). This proxy process will be described with reference to FIG. The appliance 50 is connected to the portable terminal 10 via a local area network. The appliance 50 has a private address (192.168.1.1), and the portable terminal 10 has a private address (192.168.168). 1.50). The data of the setting page is transmitted to the portable terminal 10 using the private address as the data A of the electric appliance 50 as a transmission source.

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

  The operator server 200 receives the setting page by this proxy process (step S35), and transmits the setting page to the operator terminal 150 (step S36).

  Returning to the remote support process of FIG. 3, the operator terminal 150 performs a process of displaying the received setting page. FIG. 10 shows a screen image of the setting page displayed on the operator terminal 150. The operator 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. 10 is a network setting page of the model name “NW-01” that 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”.

[Setting application operation processing]
Next, operations and inputs from the operator to the setting application icons 85 and 86 shown in FIG. 13 will be described with reference to FIGS. The operator operates icons 85 and 86 relating to the network map setting application displayed on the operator terminal 150 as shown in FIG. For example, when the operator terminal 150 receives an instruction from the operator for the icon “86” of the printer “PR-01” setting application, a window of setting procedure contents shown in FIG. 15 is displayed. Data of setting procedure contents is stored in advance in the operator server 200 in association with the electrical appliance 50. In FIG. 15, the contents of the procedure “1. Printer IP setting”, “2. Printer status display”, and the like associated with the electrical appliance such as the personal computer 70c are displayed. Operator terminal 150 accepts selection of procedure 1 or 2 from the operator. For example, in the setting of the printer “PR-01”, the operator selects 1 when “IP setting” (setting of the IP address of this printer) is desired.

  These processes will be described based on the flowchart of the setting application operation process of FIG. First, the operator server 200 receives from the operator terminal 150 information on the type of icon of the electrical appliance 50 (the above-described personal computer 70c) instructed by the operator and selection of the procedure of the setting application (step S40). If received, the received information is transmitted to the portable terminal 10, and the process proceeds to step S41 (step S40: “YES”). Until it is received, the process is looped (step S40: “NO”).

  Next, the portable terminal 10 reads a command corresponding to the type and procedure of the electrical appliance 50 (step S41). The portable terminal 10 stores in advance a table in which commands corresponding to the types of electrical appliances 50 and procedures are associated, and the commands are read with reference to this table. The table may be stored in the operator server 200, and the portable terminal 10 may access the operator server 200 to read the table and read the command.

  Here, the command is an instruction for a setting application to be executed by the appliance 50, and the appliance 50 executes the setting application to perform setting processing and display processing according to the procedure. For example, the command in “1. Printer IP setting” for the printer “PR-01” is a setting for performing the procedure “1. Printer IP setting” for the printer “PR-01” which is an electrical appliance. An instruction to execute an application.

  Then, the portable terminal 10 issues a command execution instruction to the electrical appliance 50 (printer “PR-01”) corresponding to the type of electrical appliance 50 (printer “PR-01”) (step S42). In response, the electrical appliance 50 (printer “PR-01”) executes the command (step S43), and transmits the execution result to the portable terminal 10 (step S44). Here, the execution result may be an output result after execution of the setting application for performing the procedure. For example, as shown in FIG. 16, if the procedure is “1. Printer IP setting”, the user application screen 65 for setting the IP address is output by executing the setting application. Therefore, the electrical appliance 50 transmits the output result to the portable terminal 10, and the portable terminal 10 and the operator server 200 relay this (step S45), and the operator server 200 sends an execution result ( Output result) is transmitted (step S46).

  Thereafter, the operator terminal 150 accepts an input from the operator and advances the execution of the setting application.

  In the above description, the proxy processing executed by the portable terminal 10 enables browsing of the setting page, transfer of the execution result of the setting application, and input operation from the operator terminal 150 of the setting application. The setting page can be browsed by the screen transfer function realized by. That is, as shown in FIG. 11, when the portable terminal 10 can also browse and input the setting page, this screen information is transferred to the operator server 200. By transmitting the screen information as data to the operator server 200, only the transfer may be effective without displaying the setting page on the portable terminal 10. Also, input information from the operator terminal 150 is transmitted to the electrical appliance 50 via the portable 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 operator server 200 and executed by the electrical appliance 50 via the portable terminal 10. That is, the operator server 200 receives a predetermined program installation operation or data setting operation on the electrical appliance icon with respect to the network map displayed on the operator terminal 150, so that the operator server 200 can perform a predetermined operation. The command is transmitted to the electric appliance 50.

  At this time, the operator 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 operator 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.

  Moreover, a predetermined program may be installed in the plurality of electrical appliances 50 when the operator terminal 150 simultaneously receives designation of the electrical 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 operator terminal 150 for the network map, and the corresponding command is read by the operator server 100, transmitted to the electrical appliance 50, and set.

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

Claims (3)

A portable terminal communicatively connected to an appliance over a local area network;
An operator terminal operated by an operator who remotely supports the portable terminal;
An operator server communicably connected to the portable terminal and the operator terminal;
A remote support system comprising:
The portable terminal is
In accordance with an instruction from the operator terminal, an appliance detection means for detecting an appliance connected to a local area network to which the portable terminal is connected;
Electrical appliance determination means for determining model-related information of the detected electrical appliance;
From the operator terminal, based on the determined model-related information, comprising an operator assistant means that enables either setting operation of the appliance or browsing of the equipment status,
The operator server is
Network map generating means for generating data for displaying on the operator terminal a network map relating to the portable terminal, the local area network, and the appliance based on the model-related information of the appliance;
Interface information generating means for generating data related to the interface related to the setting of the electrical appliance in order to display it on the operator terminal around the electrical appliance displayed on the network map;
With remote support system.   The interface information generating means generates data for displaying on the operator terminal data related to a setting application related to the setting of the electrical appliance when it is determined that there is no interface related to the setting of the electrical appliance. Remote support system as described in. A remote support method executed by a remote support system comprising a portable terminal communicably connected to an appliance via a local area network and an operator terminal communicably connected via a public network ,
The portable terminal is
Detecting an electrical appliance connected to a local area network to which the portable terminal is connected in response to an instruction from the operator terminal;
Determining model-related information of the detected appliance;
From the operator terminal, based on the determined model-related information, enabling either the setting operation of the appliance or the viewing of the equipment status, and
The operator server is
Generating data for displaying on the operator terminal a network map related to the portable terminal, the local area network and the appliance based on the model-related information of the appliance;
Generating data related to the interface related to the setting of the electrical appliance around the electrical appliance displayed on the network map for display on the operator terminal; and
Run remote support method.

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