JPH07253942A - Computer operation assistance system - Google Patents

Abstract

PURPOSE:To display the display contents of a terminal device of a user in the face of a problem even on a remote supporter's terminal device and to enables the supporter to displays an answer to the inquiry from the user on the display device of the user's terminal device while confirming the display contents. CONSTITUTION:The display contents of the user's terminal device 60 are managed by a screen display process 400. The display contents are referred to from the supporter's terminal device 500 through a monitor process 100. The terminal device 500 once inputting a message to be sent out sends the message from a message sending process 200 to the terminal device 600 through the screen display process 400 and the message is displayed on the terminal device 600 in the form of a pop up display, etc., without exerting any influence upon application software 300.

Description

Detailed Description of the Invention

[0001]

BACKGROUND OF THE INVENTION 1. Field of the Invention The present invention relates to a computer operation support system, and particularly when a terminal device is used, it remotely supports a method of operating each device or software or a method of solving a problem with respect to displayed contents. Computer operation support system.

[0002]

2. Description of the Related Art Conventionally, as a method for supporting problem solving in a computer system, for example, Japanese Patent Laid-Open No. 59-1051.
A method in which a supporter logs on to the same program operation space as the user, as shown in Japanese Patent Laid-Open No. 63-63 (reference 1), and a user as shown in Japanese Patent Laid-Open No. 62-25309 (reference 2). A method of monitoring the screen contents on the side is known.

In the method of Document 1, it becomes possible for the supporter to solve the problem by keying in a solution example of the problem instead of the user having the problem.

In the method of Document 2, the supporter grasps the problem of the user by monitoring the screen and uses another device such as a telephone to present the solution to the problem.

[0005]

In the case of the prior art of Document 1, the effect on the user is not taken into consideration, and if the operation is performed without fully understanding the user's usage environment, the environment The problem is that there is a risk of affecting the data. In the case of Document 2, no consideration is given to the method of presenting the problem solving method, and when there is no equipment such as a telephone near the terminal device, there is a problem that other equipment is required.

Therefore, an object of the present invention is to solve the above-mentioned problems of the prior art, and for a terminal user who has a problem, while the supporter confirms the user screen on another terminal screen,
It is to provide a computer operation support system showing a solution to a problem without directly intervening in a user's environment and without using other communication equipment.

[0007]

To achieve the above object, the present invention has at least a supporter-side terminal device and a user-side terminal device that have an input device and a display device and are connected to a central processing unit. In a computer operation support system having, a means for displaying on the supporter side terminal device the same content as the screen display content of the user side terminal device (having a problem) and an effect on the key input content of the user side terminal device. A means for displaying a message (indicating a solution to the problem) from the supporter side terminal device to the display device of the user side terminal device so as not to extend.

The message can be sent by key input by a supporter or by inputting the contents stored in the auxiliary storage device. In order to eliminate the direct influence on the operation of the user, the display of the message can be controlled by a lower system level not related to the application program used by the user, and can be performed by using a popup display or the like.

[0009]

The operation based on the above configuration will be described.

According to the present invention, the same contents as the contents displayed on the user side terminal device having a problem are displayed on the supporter side terminal device, and the key input contents on the user side terminal device are not affected. Since a message indicating a solution to the problem is displayed on the display device of the user side terminal device from the supporter side terminal device, the supporter should have an adequate solution after fully understanding the user's usage environment. (Solution) can be created and the problem solving method can be shown to the user without directly intervening in the environment of the user and without using communication equipment such as another telephone.

[0011]

DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENTS An embodiment of the present invention will be described in detail below with reference to the drawings.

FIG. 1 is a system configuration diagram of an embodiment of the present invention.

In FIG. 1, the same central processing unit (CPU) 1
0 shows the case where two terminal devices 500 and 600 are connected. The present invention is not limited to this, and the number of terminal devices may be two or more, and the CPU 10
Alternatively, the terminal device may be composed of two or more multiprocessor systems connected to the network, and each terminal device may be connected to another CPU. For convenience of explanation, the terminal devices 500 and 600 are connected to the CPU 10, and the terminal device 600 is used by a user who seeks assistance in solving problems such as operation.
It is assumed that the terminal device 500 is operated by a supporter who gives instructions and guidance to the terminal device 600.

It is assumed that the user logs on to the user space 30 from the terminal device 600 and executes the application 300. The application 300 performs screen display and key input of the terminal used by the user via the screen display process 400 provided by the system. In this embodiment, the supporter refers to the contents of the screen display process 400 from the terminal device 500. In FIG. 1, the supporter logs on to the supporter space 20 and refers to the display content of the terminal device 600 via the monitor process 100, but the present invention is not limited to this. Space where supporter is the same as user 3
The environment may be such that the user can log on to 0 and directly reference and update the operating environment of the user. For convenience of explanation, the supporter logs on to the supporter space 20 from the terminal device 500, refers to the screen of the user terminal 600 by the monitor process 100, and from the message sending process 200 to the terminal device 600 through the screen display process 400. Send a message.

FIG. 2 shows an example of a flow chart of a program for realizing the system of this embodiment.

FIG. 2 is an example of a flowchart showing the operation of the support source system for supporting a user who uses a CPU different from the CPU used by the supporter. Figure 3
It is an example of a flowchart showing the operation of a similar supported (support destination) system. The support source system 700 is a program that runs on the CPU of the supporter side, and the supported system 750 is a program that runs on the CPU used by the support recipient.

In FIG. 2, the support source system 700 starts the support target system 750 (step 2) by acquiring the support destination CPU and the terminal after the start (step 201).
02), and waits for reception of screen monitor information therefrom (step 203). When the screen monitor information is received, it is displayed on the screen used by the supporter (steps 204 and 205).
Further, at the same time as waiting for the screen monitor information reception, a message sending request is also accepted, and if there is a request, the message to be sent is input (steps 204 and 206), and the content is sent to the supported system (step 207). Step 207-
After 207 is repeated, if there is an end request, the process ends (steps 204 and 208).

Further, in FIG. 3, when the supported system 750 is started from the support source system 700 (step 301).
To 302), the designated screen is input by the timer every designated time, and this is sent to the support source system as screen monitor information (steps 303 and 304). Further, at the same time as waiting for the timer, a message display request from the support source system 700 is waited for, and when the request is received, the received contents are displayed on the monitored screen (steps 303, 30
5). After steps 303 to 305 are repeated as many times as necessary, the process is terminated by the termination request (step 307).

When the same CPU is used to support the operation, the above two programs run on one CPU. In this case, the screen information input / transmission processing of the supported system 750 and the monitor information display processing of the support source system 700 are as shown in FIG.
Corresponding to the monitor process 100 of FIG. The sending message input / transmission process of the support source system 700 and the received message display process of the supported system 750 correspond to the message display process 200 of FIG.

FIG. 4 shows an example of the message sending screen and display screen obtained by the system of this embodiment.

FIG. 4 shows an example in which a message sending / displaying process is performed by a popup screen at both the support source and the support destination. A screen 800 in which the screen of the user is displayed on the monitor when the supporter operates the message sending function now.
A pop-up of the send message input area 810 appears at. The message is sent by inputting the message to be sent in the input area of this pop-up screen and pressing the execution key. Upon receiving the message by the above operation, the terminal of the user who receives the support pops up the received message in the received message display area 910 on the screen 900 being monitored. Thereby, the message from the supporter can be displayed without directly affecting the operation of the user. In this embodiment, the input area,
The display area is also displayed as a popup, but when multiple screens such as a multi-window system can be used, another screen is used, a message display area prepared by the system (for example, a specific area at the bottom of the screen) It can be realized by using the method described below. In particular, when using the multi-window method or the message display method in the system display area, while displaying the message from the supporter, it becomes possible to simultaneously execute and display the own application, The execution of the application is not hindered. To enable this simultaneous parallel display and operation, the level of the application program used by the user should be the upper layer level, and the message display by the supporter should be performed at the system level of the lower layer. Good.

FIG. 5 is a flow chart showing the outline of an example of the processing procedure of the user and the supporter.

Now, when a user is working on his / her own system and a problem (for example, a failure) occurs, an inquiry is made to a technician who created the system by telephone or the like. Therefore, the technician can easily grasp the problem by monitoring the user screen () and referring to the terminal used by the user from the terminal device 500 (), and at the same time, accurately transmit the support message for solution. can do(). The user confirms this message, takes action according to the solution, and sends the result to the terminal device 500 for confirmation ().

In addition, CAI (Computer Aid)
When this system is applied in ed Instruction), terminal devices 6 for a plurality of students used by students
00 exists, the teacher monitors each terminal device from the terminal device 500. If a student decides that he or she is facing a problem, he or she can send the necessary message to the student to help solve the problem.

[0025]

According to the present invention, a supporter can send an appropriate problem solving method as a message to a user having a problem after viewing the user screen and fully understanding the user environment. At the same time, the user can be supported without directly affecting the user's environment. In addition, the user can easily confirm the solution method indicated by the supporter by visually recognizing the message sent, and then have an effect that the problem can be solved.

[Brief description of drawings]

FIG. 1 is a configuration diagram of a message sending processing system according to an embodiment of the present invention.

FIG. 2 is a flowchart showing a process of a support source system for supporting a person who uses a CPU different from the CPU used by the supporter.

FIG. 3 is a flowchart showing a process of the supported system.

FIG. 4 is a diagram showing a hop-up screen for message transmission and display processing at both the support source and the support destination.

FIG. 5 is a flowchart showing an outline of an example of a processing procedure of a user and a supporter.

[Explanation of symbols]

 10 Central Processing Unit 20 Space for Supporter 30 Space for User 100 Monitor Process 200 Message Sending Process 300 Application 400 Screen Display Process 500 Supporter Terminal Device 600 User Terminal Device 700 Supporting System 750 Supported System 800 Monitor Screen 810 Send message input area 900 Monitored screen 910 Receive message display area

Claims (1)

[Claims] 1. A computer operation support system having an input device and a display device, and at least a supporter-side terminal device and a user-side terminal device connected to a central processing unit, in a screen display content of the user-side terminal device. A means for displaying the same content as on the supporter side terminal device and a message from the supporter side terminal device on the display device of the user side terminal device so as not to affect the key input content of the user side terminal device A computer operation support system comprising: