JPH06276271A - Terminal operation supporting method - Google Patents

Abstract

PURPOSE:To enable operation support from a terminal operation supporting means to immediately receive without explaining the progress of an operation when a user using a terminal encounters a trouble by automatically transferring the history of the operation performed by a terminal to the terminal supporting means, and reproducing the present status of the terminal by executing the analysis of an operation history by the terminal supporting means. CONSTITUTION:In an operation history recording process, the operation history in the terminal 1 is drawn sequentially on an operation history recording part 4 as operation information by operating the input operating part 5 of the terminal 1. An operation supporting process is started by depressing a functional key, etc., designated for a center call by the user. At the terminal 1, a center provided with the terminal supporting means 21 designated in advance by the program of a control part 2, etc., is automatically called. After connection is completed, the terminal 1 automatically transmits the operation information recorded on the operation history recording part 4 to the terminal supporting means 21 of the center. The terminal supporting means 21 displays the operation information received by a monitor control part 23 on an analysis processing part.

Description

Detailed Description of the Invention

[0001]

BACKGROUND OF THE INVENTION 1. Field of the Invention The present invention relates to an online information service, and particularly, when a user terminal fails,
The present invention relates to a terminal operation support method when sending support from a service center when the operation method of the terminal becomes unknown.

[0002]

2. Description of the Related Art When using a terminal such as a current telephone to connect to various service centers and receive an online service, if an unknown thing or trouble occurs in the operation method of the telephone, once the connection is made. It is necessary to turn off the service, call a service center, etc., explain the failure situation, and ask how to deal with it. Also,
Terminals that use the integrated service digital network (ISDN) can continue to use the online service while calling the center and explaining the failure status, and receiving operational support such as listening to coping methods. It has become possible.

[0003]

However, in any of the above-mentioned prior arts, it is difficult to accurately explain the progress of the user's telephone up to the present state in any case, and therefore, it is difficult for the center to I cannot receive proper operation support.

Therefore, when a user operates various terminals and receives a service by connecting to various centers via a communication network, when a failure occurs or the operation becomes unknown, the operation support is provided. In order to receive the service, there was a problem that the user had to inform the service center of the accurate current status and operation history.

The present invention has been made in order to solve the above-mentioned problems, and an object of the present invention is to operate a terminal so that a user can receive appropriate assistance from the center with a simple operation when a trouble occurs. To provide a support method.

The above and other objects and novel features of the present invention will be apparent from the description of this specification and the accompanying drawings.

[0007]

In order to achieve the above object, a terminal operation support method according to the present invention analyzes a terminal having an operation history recording section for recording an operation history and an operation history received from the terminal. A terminal operation support method in a service system in which terminal operation support means having a monitor control unit to be executed is connected via a communication network, the operation history recording step of recording an input operation state for the terminal, and an operation from the terminal The most main feature is that it has an operation support process of transmitting a history, analyzing and executing the received operation history, and displaying the operation history.

[0008]

According to the above means, the operation history recording step of recording the operation performed on the terminal and the operation information recorded in the operation history recording step are transmitted to the terminal operation support means connected to the terminal means through the communication network, The terminal operation support means automatically transfers the history of the terminal operation recorded with the terminal to the terminal operation support means by executing the operation support step of analyzing and executing the received operation information, and the user It became possible to receive accurate operation support from the center without needing to explain the state of the terminal when receiving operation support from the center.

[0009]

Embodiments of the present invention will now be described in detail with reference to the drawings.

FIG. 1 is a block diagram showing a schematic configuration of an embodiment of a service system according to the present invention. In FIG. 1, the communication processing unit 3 of the terminal 1 operated by the user
Is connected to the control unit 22 of the terminal operation support means 21 installed in the reservation system center or the like via the communication network 10.

As the terminal 1, a telephone using an IC card is used. The input operation unit 5 of the terminal 1 is provided with a display, dial buttons, function switches, etc.,
The operation history of the user operating the input operation unit 5 is recorded in the operation history recording unit 4. The control unit 2 controls each of the above units by a program stored in the IC card, and controls the terminal 1 in accordance with a command from the terminal operation support means 21 of the center system. As the communication line network 10, an existing communication line network such as a public line or a dedicated line is used.

The terminal operation support means 21 is a part or the whole of the center system that provides various services, and uses the user support means in the center system.

The terminal operation support means 21 includes a monitor control section 23 that operates in conjunction with an operation performed by the user on the input operation section 5 of the terminal 1, an input operation section 25 that enables an input operation using various keys, and the like. The monitor control unit 23 includes a display unit 24 that displays information about the terminal 1 and the like input from the monitor control unit 23 and a control unit 22. The control unit 22 includes a monitor control unit 23,
The display unit 24 and the input operation unit 25 are controlled and communication control with the terminal 1 is performed.

FIG. 2 is an explanatory diagram for explaining the operation process of the operation history recording process and the operation support process in this embodiment. Operation history recording step in the present embodiment FIG.
2 and FIG.

As a pre-process of the process of this embodiment, an IC card in which information such as a control program for providing a specific service is recorded is inserted into the terminal 1 such as a telephone and the terminal 1 is started up.

In the operation history recording step of this embodiment, the operation history of the terminal 1 is sequentially added to the operation history recording unit 4 as operation information by operating the input operation unit 5 of the terminal 1. As the operation information, the internal code generated when the dial operation target is operated,
At this time, the terminal operation support means 21 operates the terminal 1 in the operation support process described later, such as the value of the program counter of the control unit 2.
It is sufficient that the content includes a content capable of reproducing the operation in. This operation history recording step is continued until the user makes a support request operation to the terminal operation support means 21 of the center.

When trouble occurs such as when the user does not understand the operation of the terminal 1 or the like, a support request operation designated in advance by the service is performed.

Specifically, when the user presses a function key or the like designated for calling the center, the operation support process is started. In the terminal 1, the center having the terminal operation support means 21 which is designated in advance by the program of the control unit 2 or the like is automatically called. After the connection is completed, the terminal 1 automatically transmits the operation information recorded in the operation history recording unit 4 to the terminal operation support means 21 of the center.

As described above, the operation history of the terminal recorded in the terminal 1 is automatically changed to the terminal operation support means 21.
Sent to and entered. The terminal operation support unit 21 analyzes the operation information received by the monitor control unit 23, executes processing, and displays it on the display unit 24.

The functional configuration of the monitor control unit in this embodiment is shown in FIG. 3 (block diagram), and the flow of processing until the state of the terminal means is reproduced is shown in FIG. 4 (flow chart). As shown in FIG. 3, the monitor control unit 23 includes a storage unit 31 that temporarily records the operation information 311 received from the terminal 1,
It is composed of a terminal control simulation unit 32 that simulates control of the terminal 1. The operation information 311 is, for example, key information for identifying a key operated by a user, a program counter value indicating an execution processing step of the control unit 2 of the terminal 1 which was being processed, and a dynamic step number indicating a history of execution processing. Is.

Next, the processing procedure of the monitor controller 23 will be described with reference to FIG. The operation information 311 from the terminal 1 is stored in the storage unit 31. When the storage is completed, the terminal control simulation unit 32 is activated. The terminal control simulation unit 32 starts the simulation from the initial state of the terminal 1,
When waiting for input (YE in step 401)
S), the operation information 311 is sequentially extracted from the storage unit 31 (step 403). Further, when it is not in the input waiting state in step 401 (NO in step 401), the process of the terminal control simulation unit 32 is executed (step 40).
2).

The key information of the operation information 311 extracted in step 403 is input and the process of the terminal control simulation section 32 is executed (step 404). Then, the presence or absence of the operation information 311 in the storage unit 31 is detected (step 4
05), if there is operation information 311, the above processing is repeated, and when there is no operation information in the storage unit 31, the processing of the terminal control simulation unit 32 ends, and the state of the terminal 1 is reproduced. Become.

The program counter value and the number of dynamic steps of the operation information can be used to confirm the input operation when the terminal control simulation section 32 takes out the operation information. That is, if the program counter value and the number of dynamic steps of the operation information match the program counter value and the number of dynamic steps of the terminal control simulation unit 32,
The terminal control simulation unit 32 can reliably trace the state of the terminal 1 by extracting the key information of the operation information and executing the processing.

When the operation information includes key information operated other than waiting for input, the state where the program counter value of the operation information or the number of dynamic steps does not match the numerical value of the terminal control simulation section 32 occurs. . At this time, the terminal control simulating unit 32 stores the program counter value and the dynamic step number in the storage unit 31.
Process until it matches each value of the operation information of
When they match, the state of the terminal 1 can be traced by extracting the key information of the operation information. The process using the program counter value and the like can be omitted by the terminal 1 performing control to invalidate the key input in a state other than the input waiting state.

As described above, the monitor control section 23 is provided with the execution means of the control program of the terminal 1, and the received operation information is processed as the input information from the input operation section 25 of the terminal operation support means 21. By doing so, the state of the terminal 1 is reproduced. At this point, the state of the terminal operation support means 21 becomes the same as the state of the terminal 1. That is, by performing the operation support process, the terminal operation support means 21 becomes a state in which the state of the connected terminal 1 is reproduced.

In the present embodiment, the method of connecting to the terminal operation support means 21 is performed after the support request operation is performed in the terminal 1, but the terminal operation is performed in advance in the startup process of the terminal 1 or the like. It is also possible to connect with the support means 21.

After this state, the terminal 1 and the terminal operation support means 21 share each operation information and can always display the same information. This control method can be easily implemented by the technique used in the conventional video conference system or the like.

Although the present invention has been specifically described based on the embodiments, it goes without saying that various modifications can be made without departing from the scope of the invention.

[0029]

As described above, according to the terminal operation support method of the present invention, the operation history of the terminal is automatically transferred to the terminal operation support means, and the terminal operation support means analyzes the operation history. By executing and reproducing the current state of the terminal, when the user using the terminal encounters a failure, it is possible to immediately receive operation support from the terminal operation support means without explaining the progress of the operation. .

[Brief description of drawings]

FIG. 1 is a block configuration diagram showing a schematic configuration of an embodiment of a service system according to the present invention,

FIG. 2 is an explanatory diagram for explaining operation processing of an operation history recording process and an operation support process in the present embodiment,

FIG. 3 is a block configuration diagram showing a functional configuration of a monitor control unit in the present embodiment,

FIG. 4 is a flowchart showing the flow of processing until the state of the terminal means is reproduced in the present embodiment.

[Explanation of symbols]

DESCRIPTION OF SYMBOLS 1 ... Terminal, 2 ... Control part, 3 ... Communication processing part, 4 ... Operation history recording part, 5 ... Input operation part, 10 ... Communication network, 21 ... Terminal operation support means, 22 ... Control part, 23 ... Monitor control Department,
24 ... Display unit, 25 ... Input operation unit, 31 ... Storage unit, 32
... Terminal control simulation unit, 311 ... Operation information.

Claims (1)

[Claims] 1. A service system in which a terminal having an operation history recording section for recording an operation history and a terminal operation support means having a monitor control section for analyzing and executing the operation history received from the terminal are connected via a communication network. In the terminal operation support method, the operation history recording step of recording an input operation state for the terminal, and the operation support step of transmitting the operation history from the terminal, analyzing and executing the received operation history, and displaying the operation history. A terminal operation support method characterized by being present.