JP2014082640A - User terminal, operator server, operator system, remote support method, and operator system program - Google Patents

Abstract

PROBLEM TO BE SOLVED: To start remote support by taking a call as a start point by using a user terminal comprising a call function.SOLUTION: A user terminal 150 determines electric appliances capable of being remotely supported from electric appliances owned by a call partner through an operator server 200 during a call to a communication terminal 10, and starts remote support for the determined electric appliances by taking the call as a start point. In starting the support, setting operation and appliance state browsing of another communicably connected electric appliance as well as a target electric appliance accessed by the user terminal 150 are enabled.

Description

  The present invention relates to a user terminal, an operator server, an operator system, a remote support method, and a program for an operator system that start remote support starting from a call.

  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 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 that lacks rationality due to lack of knowledge.

  By the way, today, a system in which a customer is a service provider and at the same time a service receiver has been born, with the exception of the conventional relationship between a company that is a service provider and a customer who is a service receiver. 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 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.

  In addition, the present inventor is able to improve the manageability of the remote support between users by allowing the user as an operator to store each device to be supported in a form associated with the owner. Pay attention.

  In addition, the present inventor removes the trouble and difficulty of identifying the other party at the start by starting remote support starting from the call between users, and also provides remote support by communicating through the call until just before the start. We paid attention to the fact that it saves the time and effort of adjusting the start timing of both, and reduces the possibility of inconvenience such as starting remote support when one of them is not ready.

  In view of these problems, the present invention starts the remote support with the terminal owned by the other party of the call, starting from the call, in the user terminal provided with the call function, so that the trouble of selecting the device at the start of the remote support In addition to the target device accessed by the user terminal of the user who is the operator, the setting operation of other devices connected to be communicable by using the accessed target device Another object of the present invention is to provide a user terminal, an operator server, an operator system, a remote support method, and an operator system program capable of browsing the device status.

  The present invention provides the following solutions.

The invention according to the first feature is a user terminal having a call function,
A partner identification means for identifying the other party of the call when performing the call function;
An electrical appliance determination means for determining an electrical appliance owned by the other party of the identified call and capable of remote support with the user terminal;
Remote support reception and output means for outputting the determined electrical appliance information for each electrical appliance as an electrical appliance capable of remote support;
Remote support start accepting means for accepting start of remote support from a user for a predetermined electrical appliance by outputting information about the electrical appliance;
Remote support starting means for starting communication for remote support for the predetermined electrical appliance;
A user terminal is provided.

  According to the first aspect of the invention, the user terminal having a call function is an appliance that identifies the other party of the call while exhibiting the call function, and is owned by the specified other party of the call. Then, an electrical appliance that can be remotely supported with the user terminal is determined, and the determined electrical appliance information is output for each electrical appliance as an electrical appliance that can be remotely supported, and the electrical appliance information is output. Thus, the start of remote support is accepted from the user for the predetermined electrical appliance, and communication for remote support is started for the predetermined electrical appliance.

The invention according to a second feature is an operator server that is communicably connected to the user terminal and an electrical appliance owned by at least one other party of the call,
Appliance information receiving means for receiving information about the appliance owned by the other party of the call from the appliance;
In response to a request from the user terminal, an appliance information transmitting unit that transmits information about the received appliance to the user terminal;
An operator server is provided.

  According to the second aspect of the invention, the operator server connected to be communicable with the user terminal and the electrical appliance owned by at least one other party of the call relates to the electrical appliance owned by the other party of the call. Information is received from the electrical appliance, and the received information regarding the electrical appliance is transmitted to the user terminal in response to a request from the user terminal.

The invention according to a third aspect is the operator server according to claim 2,
Electrical appliance detection executing means for causing the electrical appliance to detect an electrical appliance connected to the electrical appliance in a local area network so as to be capable of remote support with the user terminal;
The electric appliance information receiving means further provides an operator server for receiving information on the electric appliance detected by the electric appliance detection executing means from the detected electric appliance.

  According to the third aspect of the invention, the operator server according to the second aspect of the invention is capable of remote support with the user terminal that is communicably connected to the appliance within a local area network. The electrical appliance is detected by the electrical appliance, and information on the detected electrical appliance is received from the detected electrical appliance.

The invention according to a fourth feature is an operator server according to any of the second or third features, wherein
Appliance information storage means for storing information on the appliance received by the appliance information receiving means in the storage unit in association with the other party of the call;
The electrical appliance information transmission means provides an operator server for transmitting information related to the electrical appliance stored by the electrical appliance information storage means to the user terminal.

  According to the fourth aspect of the invention, the operator server according to the second or third aspect associates the information about the electrical appliance received by the electrical appliance information receiving means with the other party of the call. Information on the electrical appliance stored in the storage unit and stored by the electrical appliance information storage means is transmitted to the user terminal.

  The invention according to a fifth feature is an operator server according to any one of the second to fourth features, wherein the network map relating to the appliance owned by the other party of the call based on the received information relating to the appliance An operator server for generating

  According to the fifth aspect of the invention, the operator server according to any one of the second to fourth aspects provides a network map relating to the electrical appliance owned by the other party of the call based on the received information relating to the electrical appliance. Is generated.

  The invention according to a sixth feature is the operator server according to the fifth feature, wherein the electrical appliance owned by the other party of the call is located around the electrical appliance owned by the other party of the call displayed in the network map. An operator server that displays the device status of the system is provided.

  According to the invention according to the sixth feature, the operator server according to the fifth feature is an electrical appliance owned by the other party of the call in the vicinity of the appliance owned by the other party of the call displayed in the network map. Displays the status of the device.

The invention according to the seventh feature is an operator system in which a user terminal having a call function, at least one electrical appliance owned by a call partner of the user terminal, and an operator server are communicably connected,
The user terminal is
A partner identification means for identifying the other party of the call when performing the call function;
An electrical appliance determination means for determining an electrical appliance owned by the other party of the identified call and capable of remote support with the user terminal;
Remote support reception and output means for outputting the determined electrical appliance information for each electrical appliance as an electrical appliance capable of remote support;
Remote support start accepting means for accepting start of remote support from a user for a predetermined electrical appliance by outputting information about the electrical appliance;
Remote support starting means for starting communication for remote support for the predetermined electrical appliance;
With
The operator server is
Appliance information receiving means for receiving information about the appliance owned by the other party of the call from the appliance;
In response to a request from the user terminal, an appliance information transmitting unit that transmits information about the received appliance to the user terminal;
An operator system is provided.

  According to the seventh aspect of the invention, in an operator system in which an operator server is communicably connected to a user terminal having a call function, at least one electrical appliance owned by a call partner of the user terminal, and an operator server, The user terminal is an electrical product that identifies the other party of the call when the user terminal is performing the call function, and is owned by the specified other party of the call, and is capable of remote support with the user terminal The product is determined, and the determined information about the electrical appliance is output for each electrical appliance as an electrical appliance that can be remotely supported. By outputting the information about the electrical appliance, the user can The start of remote support is accepted, and communication for remote support is started with respect to the predetermined electrical appliance. In addition, the operator server receives information on the electrical appliance owned by the other party of the call from the electrical appliance, and transmits the received information on the electrical appliance to the user terminal in response to a request from the user terminal. To do.

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

According to an eighth aspect of the present invention, there is provided an operator system in which an operator server is communicably connected to a user terminal having a call function, at least one electrical appliance owned by a call partner of the user terminal, and an operator server.
The user terminal is
Identifying the other party of the call when performing the call function;
Determining an appliance owned by the identified caller that can be remotely supported with the user terminal; and
Outputting information on the determined electrical appliance as an electrical appliance capable of remote support for each electrical appliance;
Receiving a start of remote support from a user for a predetermined electrical appliance by outputting information about the electrical appliance; and
Initiating communication for remote support for the predetermined appliance;
With
The operator server is
Receiving information about the appliance owned by the other party of the call from the appliance;
In response to a request from the user terminal, transmitting information about the received electrical appliance to the user terminal;
A remote support method is provided.

The invention according to the ninth feature is an operator that controls a user terminal having a call function, at least one electrical appliance owned by the other party of the call of the user terminal, and an operator system in which an operator server is communicably connected. A system program,
Identifying the other party of the call when performing the call function;
Determining an electrical appliance owned by the identified caller and capable of remote support with the user terminal;
Outputting information on the determined electrical appliance as electrical appliances that can be remotely supported for each electrical appliance;
Receiving a start of remote support from a user for a predetermined electrical appliance by outputting information about the electrical appliance;
Starting communication for remote support with respect to the predetermined electrical appliance;
As a user terminal program to be executed by the user terminal which is a computer,
Receiving information about the appliance owned by the other party of the call from the appliance;
In response to a request from the user terminal, transmitting information about the received electrical appliance to the user terminal;
As an operator server program to be executed by the operator server which is a computer,
An operator system program comprising:

  According to the present invention, in a user terminal that performs remote support with a call function, starting remote support with the terminal owned by the other party of the call starting from the call, it is possible to select the device at the time of starting remote support. In addition to the target device accessed by the user terminal of the user who is the operator, the setting operation of other devices connected to be communicable by using the accessed target device In addition, it is possible to provide a user terminal, an operator server, an operator system, a remote support method, and an operator system program capable of browsing device status.

FIG. 1 is a schematic diagram for explaining an outline of the operator system 1. FIG. 2 is an overall configuration diagram of the operator system 1. FIG. 3 is a functional block diagram of the operator server 200, the communication terminal 10, and the user terminal 150. FIG. 4 is a flowchart showing remote support processing executed by the operator server 200, the communication terminal 10, and the user terminal 150. FIG. 5 is a flowchart illustrating the electrical appliance access process executed by the communication terminal 10 and the electrical 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 an example of a remote support start acceptance screen displayed by the user terminal 150. FIG. 10 is a setting page address list stored in the operator server 200. FIG. 11 is a flowchart illustrating a setting page acquisition process executed by the operator server 200, the communication terminal 10, and the electrical appliance 50. FIG. 12 is a screen image diagram (setting page) displayed on the user terminal 150. FIG. 13 is a screen image diagram (setting page) displayed on the communication terminal 10. FIG. 14 is a conceptual diagram for explaining a proxy function realized by the communication terminal 10. FIG. 15 is an example of an electrical appliance information table in the electrical appliance information database 250.

  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.

[Overview of operator system]
FIG. 1 is a schematic diagram for explaining an operator system 1 which is a preferred embodiment of the present invention. The operator system 1 will be described with reference to FIG.

  In the operator system 1, first, the user terminal 150 starts a call with the communication terminal 10 (step S101). In FIG. 1, the user terminal 150 and the communication terminal 10 are mobile phones such as smartphones and perform a call via radio waves passing through the base station 4, but the call format of both terminals is not limited to this. . For example, when one or both are IP phones or when a terminal is installed with a call software, a call may be made through the Internet.

  Here, although not shown, the user terminal 150 and the operator server 200 and the communication terminal 10 and the operator server 200 are communicably connected via the public line network 3. The user terminal 150 and the communication terminal 10 may be communicable via the public line network 3 or may not be communicable directly.

  Before starting the remote support, the user terminal 150 needs to confirm an electrical appliance owned by the other party and capable of remote support. Therefore, first, the user terminal 150 identifies the owner of the communication terminal 10 that is the other party as the other party. Here, for example, it is only necessary to obtain information that can uniquely identify the other party with a certain level of accuracy, such as the telephone number, name, and basic resident register number of the other party. Thereafter, the user terminal 150 requests information related to the electrical appliance, that is, electrical appliance information, from the operator server 200 together with the identified partner information (step S102).

  On the other hand, the operator server 200 acquires the appliance information as follows in order to transmit the appliance information to the user terminal 150. However, if the operator server 200 stores electrical appliance information and it is determined that there is no need to update the information under special circumstances such as a certain time has not passed since the previous request, the information is stored. May be transmitted as it is.

  The operator server 200 requests the communication terminal 10 used by the other party for a call to transmit information related to the communication terminal 10 (step S103). Here, there are several methods for the operator server 200 to recognize the communication terminal 10, but a method of registering the IP address of the communication terminal 10 in the operator server 200 in advance, or the user terminal 150 to the communication terminal 10 through a telephone line. It may be a method for requesting access to the operator server 200.

  The communication terminal 10 that has received the transmission request from the user terminal 150 transmits information related to itself as an electrical appliance such as model information (step S104). When the communication terminal 10 itself does not have the function of transmitting the information, the operator server 200 may estimate the information by transmitting / receiving a specific packet.

  In addition, the operator server 200 has the same owner as the communication terminal 10, and when there is an appliance that can communicate in the same manner as the communication terminal 10, the operator server 200 acquires appliance information in the same procedure. In FIG. 1, information is requested from the wireless LAN router 50a (step S105), and the information is received (step S106). The determination as to whether the owners are the same may be presumed by existing in the same local area network, or may be determined based on input from the owner user.

  In addition, when there is a terminal that can be remotely supported from the user terminal 150 even if the operator server 200 is not connected so as to be directly communicable, the appliance such as the communication terminal 10 that is communicably connected directly. A detection instruction is transmitted to the appliance, and appliance information is received in the same manner. In accordance with the detection instruction received from the operator server 200, the communication terminal 10 detects the printer 50b connected to the same local area network, requests information (step S107), obtains it (step S108), and has its own electrical appliance. Similar to the information, it is transmitted to the operator server 200 (step S104).

  The operator server 200 stores the appliance information acquired as described above in association with the owner information in the appliance information database 250 provided in the storage unit (step S109). This storage may be performed sequentially each time information is received, or a plurality of pieces of information may be stored together.

  Finally, the operator server 200 transmits the above appliance information to the user terminal 150 (step S110). The user terminal displays the received electrical appliance information on the screen, accepts a user input in response thereto, and starts remote support for the electrical appliance (step S111). This remote support may be performed via the operator server 200. In this remote support, the main object of which terminal performs remote support and which terminal receives remote support is not limited, and may be switched during remote support.

  The above is the outline of the operator system 1. In this embodiment, the configuration including the operator server 200 has been described. However, the user server 150 may have the function provided in the operator server 200 instead, so that the operator server 200 is not required and the same function can be exhibited. Is possible.

[System configuration of operator system]
FIG. 2 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 communication terminal 10, electrical appliances 50a, b, and c (hereinafter simply referred to as “50” unless otherwise specified), an operator server 200, and a public line network 3 (Internet network, third generation, fourth generation). Communication terminal), and the user terminal 150.

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

  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 user terminal 150 may be a general information terminal having a call function and receiving or supporting the user, and is an information device or an electrical appliance having a function to be described later. The user terminal 150 may be, for example, a white appliance such as a refrigerator or a washing machine, in addition to a network device such as a mobile phone, a smartphone, a composite printer, a television, a router or a gateway, a computer, a telephone, a network It may be a general information appliance such as a book terminal, a slate terminal, an electronic book terminal, an electronic dictionary terminal, a portable music player, and a portable content playback / recording player.

  The operator server 200 is a server that manages the communication terminal 10 and the user terminal 150, relays data processing in remote support, and performs various processes.

[Description of each function]
FIG. 3 is a diagram illustrating the functional blocks of the user terminal 150, the operator server 200, and the communication terminal 10 and the relationship between the functions.

  The user terminal 150 includes a central processing unit (CPU), a random access memory (RAM), a read only memory (ROM), and the like as a control unit, and a WiFi (Wireless Fidelity compatible), for example, compliant with IEEE 802.11. A device or a wireless device compliant with the IMT-2000 standard such as a third generation mobile communication system is included (may be a wired LAN connection).

  Furthermore, the user terminal 150 has a call function for making a call using a public line network or a telephone network using the communication unit. However, it is not necessary for the user terminal 150 to have all the elements necessary for the call function, and the call function as a whole can be achieved by connecting hardware such as a microphone or a speaker or using specific software or services. If it can demonstrate.

  Furthermore, the user terminal 150 includes a display unit that outputs and displays data and images controlled by the control unit as an output / input unit, and also includes a touch panel, a keyboard, a mouse, and the like that receive input from the user or supporter. In addition, the communication 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 150, when the control unit reads a predetermined program, the remote support module 156 and the appliance selection module 157 are realized in cooperation with the communication unit, the output / input unit, and the storage unit. The remote support module 156 includes a partner identification module 151 that identifies the other party of the call, and a remote support start module 152 that starts the selected electrical appliance and remote support. The electrical product selection module 157 includes an electrical product determination module 153 that determines electrical appliances that can be remotely supported, a remote support reception output module 154 that displays received electrical appliance information, and remote support that receives the start of remote support from the user. The start reception module 155 is configured.

  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. The operator server 200 includes an electrical appliance information database 250 that stores electrical appliance information and its owner in association with each other in the storage unit.

  When the control unit of the operator server 200 reads a predetermined program, the appliance information acquisition module 205 that acquires information on the appliance cooperates with the communication unit and the storage unit, and a network map is generated from the acquired information. The network map generation module 206 is realized. The electrical appliance information acquisition module 205 communicates with the electrical appliance information receiving module 201 that receives electrical appliance information from the electrical appliance, the electrical appliance information transmission module 202 that transmits electrical appliance information to the user terminal 150, and the electrical appliance. An electrical appliance detection execution module 203 that detects electrical appliances that are connected to each other, and an electrical appliance information storage module 204 that stores received information in the electrical appliance information database 250.

  Similarly, the communication terminal 10 includes a CPU, a RAM, a ROM, and the like as a control unit, and as a communication unit, for example, a WiFi compatible device compliant with IEEE 802.11 or an IMT-2000 standard such as a third generation mobile communication system. 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 communication terminal 10 includes a call function for performing a call using a public line network or a telephone network using the communication unit.

  Furthermore, the communication terminal 10 may include a display unit that outputs and displays data and images controlled by the control unit as an output / input unit, or a touch panel, a keyboard, a mouse, or the like that receives input from a user or supporter. You may prepare.

  In the communication terminal 10, the control unit reads a predetermined program, so that the appliance information providing module 11 that transmits information to the operator server 200 in cooperation with the communication unit, the output / input unit, and the storage unit, An appliance detection module 12 for detecting a product and an operator assistant module 13 for assisting remote support to other appliances connected to be communicable are provided.

  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 the electrical appliance 50, the control unit reads a predetermined program, so that the response module 51 responds to a packet transmitted from the communication terminal 10 in cooperation with the communication unit, and provides a setting page to be described later The page providing module 52 and the device status transmission module 53 that transmits the device status of the electrical appliance 50 to the communication terminal 10 are realized.

[Remote support processing]
FIG. 4 is a flowchart of remote support processing executed by the communication terminal 10, the operator 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. In this processing, when describing an electrical appliance as an object of remote support, not only the electrical appliance 50 but also the communication terminal 10 as an electrical appliance is included.

  First, the user terminal 150 starts a call with the communication terminal 10 (step S01). Note that the following processing may be performed regardless of whether or not the remote support has already been made at the start of the call.

  Next, the partner identification module 151 of the user terminal 150 identifies a person corresponding to the other party of the call (step S02). Normally, the telephone number of the communication terminal 10 of the other party should be read at the time when the telephone function is exhibited, so that it may be used. When making a call using an IP phone or specific software or service, the user ID is used, and information sufficient to uniquely identify the other party, such as the other party's name and basic resident register number, is read from the storage unit. Or input from the user.

  Next, the electrical appliance determination module 153 of the user terminal 150 transmits a request for electrical appliance information to the operator server 200 in order to determine an electrical appliance that can be remotely supported (step S03). Here, the determination of whether or not remote support is possible is based on multiple criteria such as whether the appliance can communicate, whether it has a login function, or whether it has been successfully logged in. The product information may be determined by the appliance determination module 153 in light of one of the criteria.

  The electrical appliance information reception module 201 and the electrical appliance detection execution module 203 of the operator server 200 receive the request and transmit an electrical appliance information transmission request and an electrical appliance detection instruction to the communication terminal 10. (Step S04). The communication terminal 10 receives these requests and instructions (step S05).

  The appliance detection module 12 of the communication 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 communication terminal 10 and the appliance 50, and will be described with reference to FIG.

[Electronic product access processing]
The electrical appliance access process is a process in which the communication terminal 10 determines model-related information of the electrical appliance 50 by transmitting and receiving predetermined packets. 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 12 of the communication 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 detection module 12 of the communication terminal 10 transmits a request packet to the detected electrical appliance 50 (step S22). The request packet is a packet for the communication 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) (uPnP and Universal DL). 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 appliance detection module 12 of the communication terminal 10 determines the model related information of the 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 definition file described above is not stored in the communication terminal 10, but is stored in the operator server 200, and the response packet received from the electrical appliance 50 by the communication terminal 10 is transmitted to the operator server 200. 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.

  When the electrical appliance information providing module 11 of the communication terminal 10 determines the model related information, the electrical appliance information providing module 11 transmits information on itself and the detected electrical appliance including the model related information to the operator server 200 (step S07). The electrical appliance information receiving module 201 of the operator server 200 receives this, and the electrical appliance information storage module 204 stores it in the electrical appliance information database 250 in association with the other party's information (step S08).

  FIG. 15 is an example of an electrical appliance information table in the electrical appliance information database 250. Information on the owner, information indicating the electrical appliance, information on the electrical appliance that detected the electrical appliance, and an IP address are stored in association with each other. In the example of FIG. 15, the third terminal from the top is a terminal owned by the other party, and “SH-009” corresponding to the communication terminal 10 and information regarding the two electrical appliances 50 detected thereby are stored. Note that NULL in the list indicates that the data is empty. In addition, since the IP address may change every time in the case of a mobile terminal, the record may need to be constantly updated to the latest information.

  The appliance determination module 153 of the user terminal 150 receives the appliance information from the operator server 200, and the remote support reception output module 154 displays the information on the display unit (step S09).

  FIG. 9 is an example of a screen displaying a remote support start acceptance screen displayed by the user terminal 150. Information on individual electrical appliances is stored in association with the user information 90, and electrical appliances possessed by the user represented by the user information 90 are displayed in a list such as 91a to 91d together with an icon 92 and an electrical appliance ID 93. ing. The owner of the user terminal 150 depresses the start button 94 displayed in the column of the appliance to start support using a touch panel or a mouse, so that the remote support start reception module 155 receives the input, and the remote support start module 152 Starts remote support with the selected appliance (step S12).

  Here, when the remote support is started, communication may be performed via the operator server 200 or may be performed directly between the user terminal 150 and the electrical appliance. In addition, whether the user terminal 150 performs remote support or receives remote support is not limited, and may be replaced in the middle.

  Here, the network map generation module 206 of the operator server 200 generates a network map based on the model related information (step S10). 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 user terminal 150.

  The remote support acceptance output module 154 of the user terminal 150 receives and displays the transmitted network map (step S11). 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 electrical appliance icons 70a-d. 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 communication terminal 10 may also be displayed with an icon 80. Furthermore, when there are a plurality of independent local area networks, they are displayed as a network of icons 80 and a network of icons 81 as shown in FIG. By touching the icon 70 or the like, the remote support start reception module 155 may receive the input, and the remote support start module 152 may start remote support with the selected electrical appliance.

  As shown in FIG. 8, the device status of each electrical appliance 50 and communication 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.

  Here, for example, the communication terminal 10 may not be able to determine the model related information even though the electrical appliance 50 is detected. 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 communication 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.

  Up to this process, the user terminal 150 can execute the support process for the communication 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, the user information of the other party and the appliance information of the communication terminal 10 are output, or the screen information displayed on the display unit of the communication terminal 10 is displayed.

  However, when the operator supports the communication terminal 10, it is assumed that the electrical appliance 50 connected to be communicable with the communication terminal 10 has a problem. For example, when the communication terminal 10 cannot connect to the Internet, there is no problem with the communication settings of the communication terminal 10, but there is a setting problem with the router 50 a that is the electrical appliance 50. In the following, a case where there is a browsing instruction for the electrical appliance 50 instead of the communication terminal 10 logged in in this way will be described.

[Setting page acquisition processing]
Next, the operator server 200, the communication terminal 10, and the electrical appliance 50 execute a setting page acquisition process (step S13).

  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 operator server 200 refers to the setting page address list as shown in FIG. 6 and searches for the setting page address based on the model related information transmitted from the communication 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”.

  As shown in FIG. 10, the model-related information and the URL 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 operator server 200 transmits the setting page address to the communication 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 communication terminal 10 acquires the ID and password stored in the communication terminal 10 itself (step S31). That is, in this case, the user stores the ID and password of the setting page in the communication terminal 10.

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

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

  On the other hand, the communication terminal 10 and the operator server 200 are connected by the public network 3 and are connected by a global address. The communication terminal 10 has a global address (210.0.0.218), and the operator server 200 has a global address (210.0.0.1). The communication terminal 10 changes the transmission source to the communication terminal 10 with the data A as the data B, and transmits the data 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 user terminal 150 (step S36).

  Returning to the remote support process of FIG. 4, the user terminal 150 performs a process of displaying the received setting page (step S14). FIG. 12 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. 12 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”.

  In the above description, the setting page can be browsed by proxy processing executed by the communication terminal 10, but the setting page can be browsed by the screen transfer function realized by the operator assistant module 16 of the communication terminal 10. That is, as shown in FIG. 13, when the communication 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 valid without displaying the setting page on the communication terminal 10. In addition, input information from the user terminal 150 is transmitted to the electrical appliance 50 via the communication 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 communication terminal 10. In other words, 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 user 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 by the user terminal 150 receiving the designation of the plurality of electrical appliances 50 displayed on the network map at the same time.

  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 communication terminal, 200 operator server, 150 user terminal

Claims (9)

A user terminal having a call function,
A partner identification means for identifying the other party of the call when performing the call function;
An electrical appliance determination means for determining an electrical appliance owned by the other party of the identified call and capable of remote support with the user terminal;
Remote support reception and output means for outputting the determined electrical appliance information for each electrical appliance as an electrical appliance capable of remote support;
Remote support start accepting means for accepting start of remote support from a user for a predetermined electrical appliance by outputting information about the electrical appliance;
Remote support starting means for starting communication for remote support for the predetermined electrical appliance;
A user terminal comprising: An operator server that is communicably connected to the user terminal and an appliance owned by at least one of the other parties of the call,
Appliance information receiving means for receiving information about the appliance owned by the other party of the call from the appliance;
In response to a request from the user terminal, an appliance information transmitting unit that transmits information about the received appliance to the user terminal;
An operator server comprising. The operator server according to claim 2,
Electrical appliance detection executing means for causing the electrical appliance to detect an electrical appliance connected to the electrical appliance in a local area network so as to be capable of remote support with the user terminal;
An operator server, wherein the electrical appliance information receiving means further receives information on the electrical appliance detected by the electrical appliance detection executing means from the detected electrical appliance. The operator server according to any one of claims 2 and 3,
Appliance information storage means for storing information on the appliance received by the appliance information receiving means in the storage unit in association with the other party of the call;
And an appliance server for transmitting information related to the appliance stored in the appliance information storage means to the user terminal.   The operator server according to any one of claims 2 to 4, wherein the operator server generates a network map relating to an appliance owned by the other party of the call based on the received information relating to the appliance.   6. The operator server according to claim 5, wherein a device status of an electrical appliance owned by the other party of the call is displayed in the vicinity of the appliance owned by the other party of the call displayed on the network map. An operator system in which a user terminal having a call function, at least one or more electric appliances owned by the other party of the call of the user terminal, and an operator server are communicably connected,
The user terminal is
A partner identification means for identifying the other party of the call when performing the call function;
An electrical appliance determination means for determining an electrical appliance owned by the other party of the identified call and capable of remote support with the user terminal;
Remote support reception and output means for outputting the determined electrical appliance information for each electrical appliance as an electrical appliance capable of remote support;
Remote support start accepting means for accepting start of remote support from a user for a predetermined electrical appliance by outputting information about the electrical appliance;
Remote support starting means for starting communication for remote support for the predetermined electrical appliance;
With
The operator server is
Appliance information receiving means for receiving information about the appliance owned by the other party of the call from the appliance;
In response to a request from the user terminal, an appliance information transmitting unit that transmits information about the received appliance to the user terminal;
Comprising an operator system. In an operator system in which an operator server is communicably connected to a user terminal having a call function, at least one electrical appliance owned by the other party of the user terminal call,
The user terminal is
Identifying the other party of the call when performing the call function;
Determining an appliance owned by the identified caller that can be remotely supported with the user terminal; and
Outputting information on the determined electrical appliance as an electrical appliance capable of remote support for each electrical appliance;
Receiving a start of remote support from a user for a predetermined electrical appliance by outputting information about the electrical appliance; and
Initiating communication for remote support for the predetermined appliance;
With
The operator server is
Receiving information about the appliance owned by the other party of the call from the appliance;
In response to a request from the user terminal, transmitting information about the received electrical appliance to the user terminal;
Remote support method comprising. A program for an operator system that controls a user terminal having a call function, at least one electric appliance owned by a call partner of the user terminal, and an operator system to which an operator server is communicably connected,
Identifying the other party of the call when performing the call function;
Determining an electrical appliance owned by the identified caller and capable of remote support with the user terminal;
Outputting information on the determined electrical appliance as electrical appliances that can be remotely supported for each electrical appliance;
Receiving a start of remote support from a user for a predetermined electrical appliance by outputting information about the electrical appliance;
Starting communication for remote support with respect to the predetermined electrical appliance;
As a user terminal program to be executed by the user terminal which is a computer,
Receiving information about the appliance owned by the other party of the call from the appliance;
In response to a request from the user terminal, transmitting information about the received electrical appliance to the user terminal;
As an operator server program to be executed by the operator server which is a computer,
An operator system program consisting of

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